Information and Understanding (Understand it)

Expertise (Present it)

Behaviours (Dwell it)



How you can talk with shoppers throughout the numerous phases of the grieving course of. Particular consumer communication wants, for instance, dementia, language, cultural variety.

Use acceptable strategies of communication together with non- verbal, verbal, written and social media.  Use clear language in all communication, verbal and written, looking for assist when it’s required.

Confidently work together with shoppers adapting to the wants of the person throughout the grieving course of. Talk politely always. Present respect when speaking with all shoppers and third events.

Consumer sorts, the right way to establish their wants and most popular strategies of communication. The significance of assembly consumer’s wants and requests, while working in keeping with the services and products supplied by the enterprise.

Use clear, related and empathetic communication to ascertain shoppers’ wants and fulfill their necessities. Ship wonderful service throughout all interactions, together with telephone, face-to-face, digital and postal communications.

Talk clearly and with empathy always.

How you can receive and deal with consumer suggestions each constructive and adverse, the data required from shoppers to resolve a difficulty and when to ask for assist.

Apply enterprise insurance policies and procedures to deal with consumer issues, complaints and compliments. Cope with consumer suggestions throughout the limits of your personal authority, sharing constructive feedback, escalating adverse feedback and discovering options the place doable.

Professionally and calmly, work with shoppers to resolve issues, complaints and use compliments successfully within the funeral enterprise.


How you can shield the enterprise repute primarily based on values, imaginative and prescient, goals and behaviours. The significance of sustaining repute with shoppers, rivals and throughout the native space.

Function throughout the enterprise values when coping with shoppers and staff members in all every day actions. 

Assist the repute of the enterprise by offering an expert service to shoppers, educated of the way it compares to rivals.

Consumer sorts and the area people demographic. The profit to your self and the enterprise of forming skilled relationships. The appropriate boundaries {of professional} relationships.

Have interaction in skilled relationships with shoppers, communities and different stakeholders in an effort to assist construct a constructive public repute. Report any occasion the place the repute of the enterprise might be / has been broken.

Deal with all shoppers and colleagues with respect and work positively inside the area people.

How expertise, together with social media is used within the enterprise and the way it contributes to the enterprise repute.

Use expertise together with social media in keeping with enterprise necessities.

Actively promote the repute of the enterprise through the use of social media and enterprise expertise instruments responsibly.


How you can assist and affect the staff positively, recognising how all colleagues and groups are depending on one another to satisfy enterprise goals.

Assist staff members to make sure that the providers offered are of a top quality, delivered on time and as required.

Take heed to the affect of non-public behaviours on the staff by a constant, constructive {and professional} strategy.

Various kinds of groups, third occasion staff members and stakeholders throughout the wider staff and the way strengths and weaknesses have an effect on staff dynamics

Adapt positively to all forms of staff leaders, staff members and various kinds of staff throughout the enterprise during which you’re employed.

Persistently exhibit respect and work positively with staff leaders and staff.

Authorized and Governance

The legislative necessities, duties and tasks of the enterprise. The insurance policies and procedures of the enterprise relating to the deceased when they’re in personal premises or third occasion areas, identification, launch of ashes, private results, notifiable illnesses and specialist providers.

Adjust to authorized and enterprise necessities while conducting all providers. Observe enterprise insurance policies and procedures relating to 3rd occasion areas of the deceased, identification, launch of ashes, private results, notifiable illnesses and specialist providers.

Function in an sincere and reliable approach demonstrating integrity in all duties respecting the dignity of the deceased always.


Improvement and efficiency  

How private improvement and efficiency contributes to success of the enterprise. How you can establish private objectives and improvement alternatives and the assist / sources accessible to attain these. Completely different studying kinds.

Take possession for personal studying improvement and efficiency. Perform private improvement actions. Determine your personal studying kinds.

Mirror on personal methods of working and with assist out of your line supervisor, actively create and implement a private improvement plan.

Services and products

The total vary and distinctive promoting factors of services and products supplied by the enterprise. The place to search out data relating to specialist services and products for instance exhumation, repatriation and burial at sea.

Take a proactive strategy to offering shoppers with product and repair data inside your space of accountability. Supply data and help with specialist providers and merchandise.

Promote the services and products supplied by the enterprise. Persistently work to personalise the funeral to the wants of the deceased, consumer, household, and pals.


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