About this course:

Alex Lewis joined the deathcare industry as funeral and cemetery admin in 2014, and has been overseeing administrative, office, and online aspects of East Tennessee Cremation Company and The Group since 2020.

This course covers the critical role of tone in shaping perceptions, and explores how common service pitfalls— from misread tone to the wrong hold music— can negatively impact families. Participants will learn a purposeful approach to customer interaction, focusing on breaking down communication into message content, phrasing, and manner. The course aims to improve understanding of families’ needs and anxieties, adapting communication styles to individual expectations, and actively listening to the tones of their requests. Practical strategies for answering those requests effectively are provided, including techniques for delivering positive responses with clear next steps and managing expectations when direct answers aren't possible. Participants will also learn de-escalation tactics for defusing tense situations, focusing on identifying the root cause of frustration, demonstrating empathy without being misperceived, and guiding families toward resolution. The course addresses the complexities of compassionate communication, acknowledging cultural differences in interpreting manners and providing guidance on adjusting communication based on verbal and non-verbal cues. Through real-world examples and practical tips, participants will develop the skills to create positive experiences and build lasting relationships.

PLEASE READ REGISTRATION DETAILS BELOW BEFORE REGISTERING