Best practice for handling difficult phone calls

Answering a phone call regarding the death of a loved one is always going to be a challenging situation. For nearly two decades Frontline has been providing a compassionate and empathetic telephone answering service and call handling for several hundred funeral homes. We are committed to providing the highest levels of customer care in these difficult conversations, and take several steps with our staff to ensure that every call we receive of this nature is handled as gently and effectively as possible. Our goal? To ensure that we use best practice for handling difficult phone calls.

Be prepared

We ensure that each member of staff is fully equipped with the information needed to deal with such a conversation. When someone calls regarding a funeral, they are often upset and are calling out of necessity, at a highly difficult time. The last thing a caller needs at such a difficult time is someone on the other end of the phone, unable to answer questions and communicate the correct information. All of our staff are trained in empathetic, compassionate response and given all the information needed to successfully address a caller’s needs in that situation.

Put yourself in the caller’s position

We encourage our staff to remain professional at all times but also to consider how they would feel if they were the caller on the other end of the phone. Being able to place yourself in the other person’s shoes can increase the level of empathy you deliver on the call and can help the person on the call feel that you truly care about their loss.

Actively listen

Demonstrating active listening on a call can go a long way in building rapport and trust with the caller. It is important to pick up on cues throughout the conversation that can help you deal with the person’s requests effectively. Some people want to share lots of information about their loved one and our staff are trained to be patient and demonstrate they are listening to every piece of information given. Our staff will encourage the person to talk through what they need to, as the conversation is carefully guided to ensure all the information is passed over so that you can provide the service required.

At Frontline we understand the importance of representing your funeral business in the best possible way to your customers. Using compassion and empathy we can handle your customer’s calls in a professional manner, taking the pressure off you in our expert contact centres. For more information about our service please call 01489 866630 today. FRONTLINE – providing Best practice for handling difficult phone calls.

Photo: Worried! by photoloni licensed under Creative commons 2