Mors 200 Arts Final - Klicker Chapter 1
Great question! The funeral process begins with the first call—that moment when the funeral home is contacted about the death. It marks the start of all arrangements and planning.
When does the funeral begin?
with the first call
Key Terms
When does the funeral begin?
with the first call
How many percent of first contacts are made by telephone?
98 percent
What contributes to the caller’s evaluation of the image of the funeral home?
Salutationtone of voicespeed of questions and pronunciationdictionvolumephone image
salutation. the person answering the phone should give:
-the name of the funeral home-his/her name, (how he/she would like to be addressed, e.g. Mr. Smith, David Smith)-“May I help you?”-avoid using “goo...
tone of voice
sympathetic, yet professional, not overly sad or cheerful. avoid sounding monotonous or bored.
speed of questions and pronunciation
slightly slower than that of a normal telephone voice
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| Term | Definition |
|---|---|
When does the funeral begin? | with the first call |
How many percent of first contacts are made by telephone? | 98 percent |
What contributes to the caller’s evaluation of the image of the funeral home? | Salutationtone of voicespeed of questions and pronunciationdictionvolumephone image |
salutation. the person answering the phone should give: | -the name of the funeral home-his/her name, (how he/she would like to be addressed, e.g. Mr. Smith, David Smith)-“May I help you?”-avoid using “good morning” or “good evening” |
tone of voice | sympathetic, yet professional, not overly sad or cheerful. avoid sounding monotonous or bored. |
speed of questions and pronunciation | slightly slower than that of a normal telephone voice |
diction | clear and crisp. no eating drinking or chewing. |
volume | not too loud, not too soft |
phone image | professional, sympathetic, sensitive image. want the caller to feel secure and comforted. begining of relationship of trust starts here. |
first call sheet typically has: | -name of deceased-location of deceased-name, and relationship of caller-phone number of caller-name of next of kin if not the caller-phone number of next of kin-name of attending physician-has physician or medical examiner been notified?-age of deceased -permission to be embalmed |
if deceased at hospital, nursing home, or hospice you should ask: | -has release form been signed and by who-is there going to be an autopsy performed?-organ donation-is refrigeration available? |
Age of deceased: | age is asked to avoid misunderstanding. |
release: | most hospitals will not allow funeral home to transfer deceased without a signed “release of deceased” form. |
permission to embalm: | must be received before embalming can begin. |
organ and tissue donation: | routine referral act requires that hospitals contact the local organ procurement organization (OPO) and tissue and eye banks about each death, or pending death that occurs in the hospital. if the person is eligible for donation the OPO must offer the family the opportunity to donate. in some areas the OPO has the authority to place a hold on the release of the deceased until the family has been contacted. In these instances, the funeral home will have to contact the organ or tissue agency to check on when the deceased body will be released. |
If caller is not a family member | treat the caller as if he was the NOK-empathy etc.-clarify who the NOK is-their name and number-some states have a domestic partner rule that gives partner in same sex relationship equal status as spouse -get name and number of person in charge of arrangement. |
when the first call is from another funeral director get the following info: |
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concluding a call |
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