The importance of empathetic communication

In any modern business that deals with emotional or empathetic situations, communication is an incredibly important tool. From emergency phone lines through to funeral call handling, ensuring you’re getting the correct information the first time and with compassion saves callers more uncomfortable conversations or upsetting situations. That’s why when working in such sensitive environments, the professional quality of your communications is of vital importance.

There are countless ways you can help to support your callers and make them feel valued, supported and informed at a difficult time. Here are just a few ways that you can enhance your communication methods to improve your service:

Empathy training

For internal staff who deal with stressful situations or emotional callers on a daily basis, training and understanding of empathy are key. Whether it’s face-to-face in a funeral home or over email when discussing pastoral care, your staff should be well-equipped to not only support but also empathise with what their customers or contacts are going through. This level of care and compassion will be appreciated and will help you to spread the word of your empathetic and personable service.

Keep it simple

When discussing upsetting or difficult subjects, keep it on the simple side. Ensure you’re providing all the information you need to, whether it’s costs, arrangements or anything else, but try not to go overboard on information or detail. A part of appropriate communication is also knowing when to not communicate, or when to move on to a different part of your discussion.

Use the professionals

When it comes to empathetic listening and compassionate calls, hiring a professional, well-trained company is the ideal solution for your business. A ready-made team with all the skills needed to offer an exemplary service, choosing to outsource your telephone answering service ensures that your internal team can focus on other tasks and provide an excellent all-around service, no matter what the situation.

If you’re looking for a professional, empathetic and personable team, look no further than Frontline. We have a history of offering exemplary service and support for many businesses, handling all calls with the efficiency and compassion expected in emotional situations such as funeral organisation, emergency support or care. Contact us today to find out what we can do for you.