When a consumer calls for information on cremation, what is the first action you should take?

The first action to take when a consumer calls for information on cremation is to ask for the caller's name. This approach establishes a personal connection and makes the interaction feel more respectful and considerate. It encourages open communication and shows that you value the individual’s inquiry, allowing you to address them personally throughout the conversation.

By gaining the caller's name, you create an atmosphere of trust, making it easier for them to engage in a discussion about their needs and concerns regarding cremation services. Additionally, knowing the caller's name allows you to provide a more personalized experience, which can be particularly important when discussing sensitive topics such as cremation.

Establishing rapport right from the start helps facilitate better communication and can lead to a more informative and helpful conversation for the caller.