Customer Service, Technology
What Consumers Expect From You Right Now
Georganne Bender, Partners, Kizer and Bender Speaking!
Richard Kizer, Partners, Kizer and Bender Speaking!
Your funeral home has an ambiance, a palpable personality, that translates into what a customer experiences from the first moment of contact. Whether they find you on social media, online, Yelp or just walk through your front door, that customer experience must be consistent – and consistently good. Consumer anthropologists Kizer and Bender will show you how to create meaningful experiences unique to your funeral home. Learn how "Moments of Truth" define the customer experience and how to eliminate the "Pain Points" that make it hard to do business with your firm. Discover what your website and marketing materials need to do right now, how to manage your online reputation, how to build word of mouth, and more. (2 CE hours)
Grief and Bereavement, Professional Skills
Permission to Grieve
Sara Murphy, Ph.D., Certified Thanatologist, College of Nursing, University of Rhode Island
Learn practical ideas for working with families experiencing disenfranchised grief, i.e., grief not openly acknowledged, socially validated or publicly observed. Based on extensive experience working with disenfranchised grieving populations, Murphy will review the causes and effects, and outline ways funeral directors can best serve clients struggling with disenfranchised grief. Explore techniques for using appropriate, inclusive language as you participate in small-group discussions to develop practical strategies to equitably serve those coping with disenfranchised losses, such as suicide, homicide, and substance use-related deaths. (2 CE hours)