Answering Death Calls - How to Do it Right?
Answering death calls can be heart breaking. You'll likely answer phone calls from people who are crying or emotional due to the loss of their loved one. In this situation, you want to help them and get all the necessary information you need to arrange the funeral but you don't want to be on the phone with them all evening.
There is a huge difference between death calls and regular calls. If you have outsourced an answering service provider to answer your death calls, you must make sure the agents are trained to handle these special calls. These agents should realize that callers do not want to spend a long time on the phone but still, they need to retrieve accurate information in just a short time. How can answering service agents answer death calls the right way?
The First Call- What is the first call? The first call is literally the first call made to a funeral home after the death of a loved one. First calls are made to make arrangements with the funeral home. The first thing to be done is to transport the deceased to the funeral home facility. When answering death calls, the answering service agent should introduce the business first and give assurance to the caller that transportation will be on route right after the agent get the information she needs.
Get All the Information- When answering death calls, the total duration of the call should last around two minutes. Agents should be able to get all the information within this time frame. What information is needed? You will need to get the caller's name and location. If the person died in the hospital, ask for the phone number of the hospital. Get the name of the deceased and the location. If in the hospital, ask the room number. Ask if Is the patient ready for release? Know the time of death, the doctor who signed the death certificate, the deceased's Social Security Number and the next of kin, address and contact number. Ask if there is family member waiting in the hospital?
Double-checking- Before transferring information to the funeral home, the agent should verify the information. The agent can double-check the information for every answer like spelling out names and contact numbers just to be sure.
Assurance- When the agent has all the information needed, she should end the call by giving an assurance that transportation will be on their way. This will give the caller peace of mind that things will be prepared already.
After the call, the agent can transfer information through email, SMS or through your own account on their website. You can check the calls, messages and recorded calls there. You can discuss this with your service provider.
Handling death calls the right way is important to the funeral home business. Bear in mind that callers are under distress and they'd rather spend time with their relatives rather than talking on the phone with an agent.
There is a huge difference between death calls and regular calls. If you have outsourced an answering service provider to answer your death calls, you must make sure the agents are trained to handle these special calls. These agents should realize that callers do not want to spend a long time on the phone but still, they need to retrieve accurate information in just a short time. How can answering service agents answer death calls the right way?
The First Call- What is the first call? The first call is literally the first call made to a funeral home after the death of a loved one. First calls are made to make arrangements with the funeral home. The first thing to be done is to transport the deceased to the funeral home facility. When answering death calls, the answering service agent should introduce the business first and give assurance to the caller that transportation will be on route right after the agent get the information she needs.
Get All the Information- When answering death calls, the total duration of the call should last around two minutes. Agents should be able to get all the information within this time frame. What information is needed? You will need to get the caller's name and location. If the person died in the hospital, ask for the phone number of the hospital. Get the name of the deceased and the location. If in the hospital, ask the room number. Ask if Is the patient ready for release? Know the time of death, the doctor who signed the death certificate, the deceased's Social Security Number and the next of kin, address and contact number. Ask if there is family member waiting in the hospital?
Double-checking- Before transferring information to the funeral home, the agent should verify the information. The agent can double-check the information for every answer like spelling out names and contact numbers just to be sure.
Assurance- When the agent has all the information needed, she should end the call by giving an assurance that transportation will be on their way. This will give the caller peace of mind that things will be prepared already.
After the call, the agent can transfer information through email, SMS or through your own account on their website. You can check the calls, messages and recorded calls there. You can discuss this with your service provider.
Handling death calls the right way is important to the funeral home business. Bear in mind that callers are under distress and they'd rather spend time with their relatives rather than talking on the phone with an agent.
About the Author:
Azalea M. Lynn works in the funeral industry as a consultant. She recommends a funeral answering service for funeral directors looking to improve their bottom line. A funeral home answering service can help to reduce cost while improving customer experience.
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New Unique Article!
Title: Answering Death Calls - How to Do it Right?
Author: Azalea M. Lynn
Email: rafael.e.zabala@gmail.com
Keywords: grieving, death, counseling, family
Word Count: 497
Category: Holy Spirit
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