Empathy is literally
a matter of life and death.
Helping customer service professionals access transformational growth by mastering Empathy.
Imagine having the power to grow your sales revenue, skyrocket customer satisfaction and retention ratings, and develop a positive company culture—all by mastering this widely misunderstood and underutilized skill.
Hey there. I'm Mandie. I use my professional experience in deathcare and my personal story of loss to speak on Empathy for customer service professionals. Most of us agree that Empathy is a good concept and something that we "should" do. For me, it is literally a matter of life and death.
If you're looking for a different approach to business success, let's connect. Thanks for giving me the opportunity to share my story with you.
Speaking Topics
WORKSHOP
Telempathy
Transforming Your Telephone Customer Experience
Before your customer schedules an appointment with you, before you get to shake their hand and look them in the eye—they call you. How do you answer the call?
KEYNOTE
3 Success Secrets
Customer Service Pillars—That No One Ever Talks About!
There are "pillars of customer experience excellence" that are commonly referred to, but what if there's a missing ingredient? Three missing ingredients, to be precise—and you'll never guess what they are!
We’re a good fit for each other if…
You’re not afraid of real talk
You’re the owner or manager of a business in the customer service or deathcare industry
You have real humans handling inbound calls from clients, or making outbound calls to clients or prospects
You’re open to a fresh perspective on customer service success principles
You want your team to chuckle, cry, clench their fists in righteous anger, and feel inspired—all in one sitting.
About Mandie
Customer service expert.
Deathcare professional.
Bereaved mom.
I work in death. My focus is on evaluating and improving the customer experience, especially over the phone, for funeral homes and cemeteries.
Customer service is something we all agree is important—but when we’re servicing families who just lost a loved one, it's more crucial than ever.
This brings me to Empathy. My talks stem from my work in deathcare, but I believe they are applicable to all professionals in all industries. I believe Empathy is the crucial piece of business that is most widely misunderstood and misused. If we flipped the script on Empathy—if we implemented it effectively and we started treating phone calls like relationships instead of transactions—it would transform business as we know it.
I’ll hop off my soapbox now. The reality is that I'm not pretending to be another customer service expert toting the "next big secret" to business success. I speak as a mom who lost a child. The greatest lessons I learned about life, success, and happiness were taught to me by death, failure, and despair.
Empathy was always a “good idea” or a “nice concept” when I was surveying phone calls for businesses. It sounded nice on paper to tell a professional, “You need more empathy,” when they didn’t handle a call well. When I found myself on the other end of the line, the day my daughter died, and I had to call into a business and request help with funeral arrangements for my child—that was the day Empathy stopped being a “concept” and became my mission.
We must do better. The customer service industry has gaps that are growing wider daily. Meanwhile, we have humans on the other end of the line—families like mine—who need our professional service and support. Let's ditch transaction mindset and experience the exponential, transformative growth that comes from mastering the skill that is Empathy.
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