The death of a loved one is one of the most emotional and stressful experiences anyone can experience, which is why planning a funeral needs to be as easy as possible. Funeral directors often become an extension of the deceased’s family during this sensitive time of transition, and must be available 24/7 to answer questions and make arrangements. On top of that, the reputation of any funeral home hinges on consistently delivering compassionate and attentive care to each client, which is why more and more funeral homes are relying on answering services.
Personal, professional care, 24/7
A Consumer Reports National Research Center survey revealed that 75% of those polled said the most irritating customer service experience is when they “can’t get a live person on the phone.” If you operate a funeral home, you know all too well that your callers are particularly anxious when they’re trying to plan services for a loved one. Being put on hold or having to navigate a confusing set of prompts is a client’s quickest shortcut to hanging up and calling another provider.
Operators at an answering service are trained to listen to your clients with empathy — regardless of the time of day or night — and to ask the right questions and provide accurate, detailed answers. Whether the caller is a family member, or a representative from hospice or a care facility, the answering service receptionist acts as an extension of your business and gathers pertinent information about the deceased and relays the action steps that your staff needs to take.
While the family members prepare the details of the service, trained operators at a call center can also assist friends and family who are in need of guidance. Professional operators will promptly answer inbound calls and online questions about service times and locations, as well handle smaller yet still time-consuming details such as recommending local florists or where to send memorial donations.
Consistent, compassionate care
In the bereavement industry, you don’t get a second chance to make a positive impression. Each and every interaction with family members is crucial to guiding them through the process, whether that includes bereavement counseling, a viewing and casket service, or a memorial celebration of life. A 24/7 answering service allows funeral directors and their staff to focus on providing personal support with the logistics at hand, while operators attend to incoming inquiries with equal care and attention.
Your clients deserve nothing less than the best during this difficult time, and partnering with the right answering service makes it possible to fully attend to the wishes and requests of the deceased’s loved ones who are depending on you in their time of need.
If you’d like to discuss how an answering service might serve your funeral home and clients, contact Voice Link of Columbus, Inc. We offer month-to-month service agreements to meet the needs of any business regardless of size. Secure HIPAA/HiTech messaging, appointment scheduling, and customized communication solutions save you time and money while optimizing customer care. Our excellent reputation, expert staff, and state-of-the-art technology will exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.