Apr 24, 2014
When you hear business experts discuss the importance of a versatile and adaptable staff, they are talking about employees like Crystal. In the five years Training Specialist, Crystal, has worked for ASD she has proven herself as an asset to the company with her compassionate phone demeanor, sharp communication skills and outstanding training abilities. Crystal teaches new ASD hires how to speak to funeral home callers and record accurate message details for our clients. Trainees rely on her patience and guidance along every stop of the training process. When Crystal is not working at ASD, she is busy studying to become a nurse. Many of the employees that have come through our doors over the years now wear stethoscopes around their necks. That’s because ASD is a natural fit for nurses and nursing students, as both job settings require employees to be empathetic and sensitive while also displaying precision and strong attention to detail. As part of our company’s culture, ASD promotes and encourages education by offering tuition reimbursement to our employees. In fact, Crystal’s younger sister, Courtney, also works at ASD while earning her degree. We are proud to feature Crystal in this month’s Employee Spotlight Feature.
Click here to see last month’s spotlight.
What are some things you have learned from working at ASD?
I have learned so much about grief and the different ways it can present itself right after a loved one passes away. Sometimes callers are calm and collected, other times they’re crying and sad and they’ve even been very angry. You really have to be warm and have genuine compassion for our callers because you never know what they’re going through on the other end of the phone line.
As a Training Specialist, what is one of the most important things for a new call specialist to learn?
I think the most important thing is listening. Many callers will state their name, their loved one’s name, and their reason for calling within the first 20 seconds of the call. In order to convey to them you’re paying attention you must be able to retain that information while remaining focused solely on the caller’s needs.
Why is ASD a good place for college students to work?
My managers at ASD have always been so understanding and generous when it comes to my school schedule. Nursing school is challenging and they don’t allow you to choose the times of your classes or clinicals. My managers have been accommodating every semester, allowing me to be successful both personally and professionally.
What is it like to work with your sister?
Working with my sister is really special. We’ve always worked well together and help each other whenever needed. We work opposite shifts so if I have something planned she can help with coverage and vice versa. It’s also really nice to have someone at home who can relate to the sometimes crazy things we experience.
What are some of your personal hobbies and interests?
Since school and work take up so much of my life I really value my free time with family and friends. Whether it’s just hanging around the house or exploring Philadelphia, the time is always cherished. I also just got a kitten and really enjoy playing with him everyday and watching him grow!
Each month, ASD will feature a different employee on our blog. Be sure to check back to see who April’s Employee Spotlight will feature.
About The Author
Jess Farren (Fowler)
Jess Farren (Fowler) is a Public Relations Specialist and Staff Writer who has been a part of the ASD team since 2003. Jess manages ASD’s company blog and has been published in several funeral trade magazines. She has written articles on a variety of subjects including communication, business planning, technology, marketing and funeral trends. You can contact Jess directly at Jess@myASD.com