Funeral Home Customer Service A–Z Creating Exceptional Experiences for Today's Families

From personalizing memorials and visitations to aftercare for the bereaved, this thoughtful manual helps owners and staff of funeral homes and cemeteries better understand their customers and the special needs in tending to the grieving and burial process. Explaining the evolution and prospects of today's "experience economy" customer, this motivational resource offers practical guidance for exceeding expectations and provides suggestions for service issues particular to funeral homes, such as first impressions, telephone skills, competition, and arrangements. With the more than 70 issues addressed, funeral professionals will be able to meet and exceed the sensitive necessities of families in pain.

Alan D. Wolfelt, Ph.D., serves as the director of the Center for Loss and Life Transition. He writes the "Children and Grief" column for Bereavement Magazine and has appeared on The Oprah Winfrey Show, Larry King Live, and Today. He is the author of Healing Your Grieving Heart, Healing a Teen's Grieving Heart, and Understanding Your Grief. He lives in Fort Collins, Colorado.