Products
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Empathy Cues - Abridged Version
CourseEmpathy isn't a feeling — it's a skill. Learn the four cues hiding in every call a family makes to your firm: circumstance, undertone, expression, and space. Then take a live call and find out which ones you're already missing.
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Recording Calls: Is it Legal?
CourseThirteen states need everyone's consent to record a call. The other thirty-seven don't. Poul Lemasters on what the law actually asks for — and the one sentence in your greeting that makes the whole question stop applying to you.
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5 Things to Know About Your GPL
CourseThe FTC stopped assuming and started calling. Poul Lemasters walks through five things to settle before your phone rings again: who may quote a price, the three services the FTC asked about, being busy, after hours, and the GPL itself.
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Phone Etiquette for the Deathcare Profession
CourseHow do you want someone to feel when you pick up? Ten basics cover it: the greeting, holds and transfers, names, taking responsibility, tone, and the goodbye. Ends with a real call you score against all ten.
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Customer Experience Foundations
CourseCustomer service is pressing one for this and two for that. Customer experience is something else entirely. Learn what separates them, why this profession is built for it, and the six pillars every good experience rests on.
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Navigating Networking
Course"Let me plan your funeral." Brittany Neunuebel on building a personal brand and a referral network, as a self-described huge introvert who became her team's networking queen. Includes the follow-up habit that beats everything else.