Nicki Wiedeman

All, Customer Experience

Fix Your Follow-Up

"Call me back if you have any questions" isn't follow-up. It just sounds like it. Learn what separates a real next step from a polite goodbye, then write one for every kind of call you take.

All, Customer Experience, Learning Path: At-Need, Learning Path: Pre-Need, Learning Path: Leadership

Customer Experience Foundations

Course

Customer 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.

All, Customer Experience, Learning Path: At-Need, Learning Path: Pre-Need, Learning Path: Leadership

Inbound Adventures

Course

Three sessions on the life of an inbound call: the mindset before it rings, why 45% of callers leave as a maybe, and the follow-up that only 26% of calls ever offer. Pat Downey and Nicki Wiedeman on the small links that make the chain strong.

All, Customer Experience, Learning Path: At-Need, Learning Path: Pre-Need, Learning Path: Leadership

Phone Etiquette for the Deathcare Profession

Course

How 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.

All, Customer Experience

Pillars of CX: Personalization

Course

Half 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.

All, Customer Experience

Pillars of CX: Building Rapport

Course

Forty 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.

All, Customer Experience

Cringeworthy to Praiseworthy

Course

5.0 (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.

Nicki Wiedeman

Dead Ringers CXpert

ENGAGE WITH NICKI

1-on-1 Coaching Sessions

ENGAGE WITH NICKI

Group Training Hours

Modules by Nicki

Fix Your Follow-Up

Customer Experience Foundations

Inbound Adventures

Phone Etiquette for the Deathcare Profession

Pillars of CX: Personalization

Pillars of CX: Building Rapport

Cringeworthy to Praiseworthy