first call and transfer of remains Flashcards
the request
usually made by a surviving family member, for a funeral home to transfer a deceased from the place of death to the funeral home and for the funeral home home to carry out the wishes of the next of kin regarding funeral services and disposition
the request is also called
the first call or death call
___% call in by phone and ___% by walk in at the funeral home
98 and 2 %
pricing or shopper inquiries
- determine what types of services are desired
- explain various options
- compliance with FTC requirements
- range of prices or itemized pricing list
different kinds of transactional calls
- at need
- imminent
- pre need
- price shopping
tone of voice on call should be
sympathetic yet professional, not overly sad, forlorn, or cheerful
- avoid being monotone
speed of questions and pronunciation while on call
slightly slower than normal to get point across well
diction while on call
clear and crips voice; don’t answer chewing gum, eating, drinking, or smoking
- use proper language
volume while on call
not too loud to be offensive or disturbing; but not too quiet or soft that the caller must strain to hear or ask to repeat often
phone image while on call
- same empathy, sensitivity, and concern as a face to face meeting
- all calls you are selling the image of the business
- avoid sounding impatient or bored
salutation for when on the call
- give the funeral home name and your name
- use Mr/Mrs for formal
- less formal use name
- avoid good morning/evening
phrases to avoid
- merry christmas
- happy holidays
- how was your day?
- thank you for your business
- hold on
how to finalize the call
- read back info for confirmation
- give approximate time for arrival
- avoid we’ll be right there
- figure who will be going on removal
- allow caller to close conversation
info needed from caller
name of deceased, location/direction, name and relation of caller, phone # and name of next of kin, time of death, etc
order of next of kin
- designated person by disposition of remains act
- executor/ legal rep
- spouse
- adult children
- etc
third party answering services
- can potentially cause confusion
- check and test them for customer service type stuff
- funeral director should still be the one to coordinate with the family after
transfer of remains is…
transfer of the deceased from the place of death to the funeral home
- also known as the removal
transactional wise, things to keep in mind with removals
- will family be present
- this is the first meeting with the family potentially
- try to get permission to embalm
relational wise, things to keep in mind with removals
- focus on the family
- begin looking at life memories
vehicles for removals
- hearse
- van
- station wagon (suburban)
- should always be ready and prepared
staffing for removals
- require a license for your state? (IL does require it)
- should be trained on technical and interpersonal procedures
- outside help from firefighters etc
- dress appropriately according to situation
equipment for removal
- cot
- stretcher/smooth mover
- sheets and cot cover
- pillow
- rubber/plastic sheets
- towels
- mortuary body bag
- PPE
- sanitary items
infant removal equipement
- baby blanket
- bassinet or infant carrier
- small rubber/plastic sheet
- small pillow
