Customer Service

Question 1

• Everyone involved in the organization must be committed to making the firm customer driven.
• Identify consumer expectations and real needs
• Be sure all services are consistent
• Keep services flexible and adjust them to meet consumers needs
• Continuously evaluate

Answer 1

Service is What Separates one Funeral Home from Another

Question 2

• Remember the emotional state of our client families
• Process
• Justified complaint
• Beware of those who will complain just to get the funeral director to reduce the bill.

Answer 2

Handling Complaints

Question 3

• Find out what the problem is
• Let the family know it will be addressed
• Develop and plan to address it
• Agree on a resolution
• Resolve it

Answer 3

Process

Question 4

Own up to it and take the blame. If not justified, don’t compromise your integrity by admitting to a wrong you did not do.

Answer 4

Justified Complaint