If you’re a customer-facing business, then you will know what it’s like trying to meet every one of your customer’s needs over the phone – and this is tenfold when it comes to sensitive topics and subjects such as those related to the funeral market, which can leave the people you work with feeling more vulnerable and uncomfortable than they would in a typical customer service situation.
Here are four needs that your funeral services customers have, that a great customer service team can meet with no trouble:
1. Empathy
When your customers are dealing with an often emotional situation such as arranging a funeral, an empathetic ear is important when it comes to offering the right level of customer service. Showing you understand what your customer has been through will not only ease their struggles, it will also make the process quicker.
2. Easy access to information
Often, when a customer calls a funeral care service for the first time they have very little understanding or insight into what happens once their loved one has passed away. For this industry, your customer service team’s ability to have the knowledge at hand to answer the majority of your customer’s questions, even those not directly related to your service, allows you to go above and beyond for your customers.
3. Ongoing support and care
Funeral services and care often takes more than one phone call, and as such an efficient customer service team that is up to speed on each and every customer can make the whole process go much smoother. Offering the best ongoing support often means having a good system to back up your customer services, to ensure that your customer’s needs are met.
4. Professionalism
Offering a professional service is incredibly important for the funeral industry, due to the sensitive nature of the conversations and deeply personal information that is discussed. Being able to provide a service that makes matching their requirements a straightforward process can save your customers further heartache at an already emotional time.
Looking for outsourced customer service for your funeral call handling? Frontline can offer your business the best in customer service, 24 hours a day, seven days a week, so you can continue doing what you do best. Contact us today to find out more.