Products
-
Pillars of CX: Building Rapport
CourseForty percent of callers say they'd confidently choose you. Forty-five say maybe. Integrity is the second of KPMG Nunwood's Six Pillars: doing what you say you'll do, and being clear enough that a family can hold you to it.
-
Cringeworthy to Praiseworthy
Course5.0 average rating (1 review)Three real funeral home calls, and your job is to judge them. Score each on tone, name use, the price question, and the next step — then compare your read against ours. Built as a team discussion starter, not a pop quiz.
-
The CX Cycle: Initial Contact
CourseWe do funerals every day. The families we serve do not. Vince Roberge on building service standards for the first phone call, spotting the defects that undercut them, and the above-and-beyond practices your team already has ideas about.
-
The Assumptive Approach
CourseFamilies don't need a pitch, they need a guide. Michelle Carrillo on the small language shifts that help two more families out of every 10 say yes, why a flat no is usually uncertainty, and how to close without losing your steady tone.
-
Breaking the Silence: Suicide Loss, Grief and the Role of Funeral Professionals
CourseProfessor Marc Markell teaches funeral professionals how to support suicide loss survivors — the language to use, why it happens, and how to listen without judgment. Grounded, respectful training for one of the hardest conversations you'll have.
-
Pillars of CX: Personalization
CourseHalf of all calls never ask for a name. Personalization is the first of KPMG Nunwood's Six Pillars — and on the phone it comes down to five names: yours, the caller's, the person who died, and whoever else is in the room.