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Author | VANBECK |
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Table Of Content | Section I: Service Excellence. 2. Service. 4. Your Actions Reflect Your Thoughts. 6. The Funeral Home's Personality. Section II: The Winning Professional Attitude. 2. Client Appreciation. 4. So What? 6. Professional Arrogance. 8. Patience in the Selection Room. 10. Approval. Section III: Difficult Situations. 2. The Cynic. 4. Handling the Difficult Family. 6. The Unreasonable Family. Section IV: Funeral Director Skills. 2. The Power of Names. 4. Confidence in Funeral Service. 6. Tact. 8. Why Argue? 10. Communication Blunders. 1. Make It Easier For Families To Deal With You. 3. Through The Families' Eyes. 5. The Timid Family. Section VI: Funeral Service Etiquette. 2. Old-Fashioned Manners. 4. Over Familiarity Breeds Resentment. 1. The Funeral of The Unknown Soldier. 3. Code of Professional Ethics For The Funeral Service Practitioner.5. "The Undertaker". |