Booking Form - Cemetery Management and Compliance Course

Customer Care Programme

Wednesday, 5th February 2020 at Barry Town Council, 7 Gladstone Road, Barry, CF62 8NA

Course duration - 9:30am until 4pm approximately.  Lunch and refreshments are provided for the day

Who is it for:
A one day workshop on Customer Care in Bereavement Services including extracts from our DVD.
This workshop has been developed by ICCM Officers in conjunction with a PR specialist. It is an
interactive training day that will cover a wide range of situations experienced within bereavement
The day is guaranteed to maintain the interest of delegates and leave them more informed and
able to deal with customers in this very sensitive service.

An innovative aid for local authorities in the form of a training DVD called “Understanding the
Needs of the Bereaved” Strategies for Better Customer Service and Care, this will be available at an
additional cost. This features the world renowned grief counsellor Dr Bill Webster, the use of professional
actors and comments from a range of experienced officers from within bereavement services.

ICCM Members will be charged £135 per delegate + VAT
Non-ICCM Members will be charged £170 per delegate + VAT


Arrival & Refreshments
Introduction to Workshop  - Workshop Objectives -Tutor
What is customer care?
Why is it important?
Group Exercise/
Who are my customers?
Small Group Exercise
People skills/communication
Group Exercise
The Bereavement Curve

Understanding the Bereaved
ICCM DVD – Numbness and denial
Group Discussion
Understanding the Bereaved
ICCM DVD - Anger
Group Discussion

Customer Care Basics
Group Discussion
Review of objectives

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* 1. Name of the authority/company making this booking

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* 2. Please enter the name (s) of delegate(s) to attend the course

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* 3. Please enter a purchase order number for billing

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* 4. Please enter the full invoicing address for your authority

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* 5. Please provide contact details for this booking

Numbers of delegates per course will be restricted to around 12.

Additional courses will be arranged in regions where added demand is identified.

Early application is advised.

ICCM will contact you to confirm this booking has been accepted, and in the event if any issues to re-arrange such a course .