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Company Branding during call concerning deceased spouse

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mcbrion
Member
#1   Posted: 19 Mar 2009 02:12
 


I have been told by my employer that it is "appropriate" to brand at the end of a call where a surviving spouse called in to say that our company, having been informed that his wife died, had issued a refund to the wife, instead of the estate.
While I helped the customer get to the correct department to reissue the check, I closed by offering my condolences. I did not, however, "brand" with "thank you for calling ____________. We appreciate your business." I was coached on this.
Now, for 40 years -- and I've been in other businesses, as well as my own, since 1969, it was considered very crass to intrude on one's bereavement by branding the company at the close of the call --especially to a survivng spouse. Has this changed, or is my employer out of touch?

KarenSB
Member
#2   Posted: 19 Mar 2009 05:43
 


mcbrion,

That your question is "...is my employer out of touch?" says it all. You are a far more compassionate and caring person than I could ever hope to be. I would have used much different verbiage, with a gazillion expletives (and probably in my out-loud voice).

I will remember this, and try to learn from your example.

As to your employer...has his/her personal coffers recently been increased by an AIG mega-bonus? The sensability of either scenario boggles the mind.

ksb

ayaree
Member
#3   Posted: 20 Mar 2009 19:04
 


For pete's sake, that is the most ridiculous occasion on which to coach on the ROBOTIC tagline. Don't worry: you're NOT crazy or behind the times or in any way in the wrong. I'm not getting a clear picture on why a call of that topic reached you (and what the normal context of calls is for you), but it doesn't matter. Sometimes there's nothing that tops common sense and common decency. And in fact - in this context, the brand and the image of the company looked so much better by doing the right thing (and the person at the company was you).

Whoever coached you is out of touch with both common sense and decency. No one is asking for heartfelt condolences and offers to send sympathy cards or flowers or donations, but a brief pause to react like an everyday person not conducting business and express some kind of reverent tone and patch them into the right place is the right way to go.

Really DUMB, that's what I say. Be glad you have it right upstairs.

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