Often companies have not given any thought as to how they treat bereaved customers, Cruse Chief Executive Debbie Kerslake said today on Radio 4's You and Yours programme.
The programme featured Louise Smith, who faced countless difficult and stressful phone conversations after her husband died in 2011.
Debbie Kerslake explained how Cruse hears from countless bereaved people who have been badly treated, including those, like Louise, who are spoken to with an unbelievable level of rudeness. Debbie said: "Cruse believes all companies should think about the way they treat bereaved people because it is the right thing to do. But it also makes economic sense. Companies have approached Cruse for advice and training because they recognise that treating their bereaved customers better gives them a competitive advantage."
The programme is available on BBC iplayer.