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>Written for the funeral service industry by a funeral service professional, this unique book teaches effective methods of interacting with people.
Inhaltsverzeichnis
< H2> Section I: Service Excellence. < H3> 1. This Thing Called Service. < H3> 2. Service. < H3> 3. What Price Mistakes? < H3> 4. Your Actions Reflect Your Thoughts. < H3> 5. Dependability. < H3> 6. The Funeral Home's Personality. < H3> 7. Clues to Serving The Family. < H2> Section II: The Winning Professional Attitude. < H3> 1. Sell The Funeral Home. < H3> 2. Client Appreciation. < H3> 3. Enthusiasm. < H3> 4. So What? < H3> 5. Stand by Your Word. < H3> 6. Professional Arrogance. < H3> 7. The Funeral Professional Requires Tolerance. < H3> 8. Patience in the Selection Room. < H3> 9. The Funeral Home Gopher. < H3> 10. Approval. < H3> 11. Flattery. < H2> Section III: Difficult Situations. < H3> 1. Client Complaints. < H3> 2. The Cynic. < H3> 3. Coolness Under Fire. < H3> 4. Handling the Difficult Family. < H3> 5. Getting Back in Their Good Graces. < H3> 6. The Unreasonable Family. < H3> 7. The Silent Family. < H2> Section IV: Funeral Director Skills. < H3> 1. Confidentiality. < H3> 2. The Power of Names. < H3> 3. The Value of Listening. < H3> 4. Confidence in Funeral Service. < H3> 5. Funeral Professionals Are Always Diplomats. < H3> 6. Tact. < H3> 7. What Impressions Do You Create? < H3> 8. Why Argue? < H3> 9. The Art of Persuasion. < H3> 10. Communication Blunders. < H2> Section V: Communicating With Families. < H3> 1. Make It Easier For Families To Deal With You. < H3> 2. The Family Is No Mind Reader. < H3> 3. Through The Families' Eyes. < H3> 4. Put Yourself In The Other Person's Shoes. < H3> 5. The Timid Family. < H3> 6. Advice. < H2> Section VI: Funeral Service Etiquette. < H3> 1. The Power of "Thank You". < H3> 2. Old-Fashioned Manners. < H3> 3. The Impression You Give. < H3> 4. Over Familiarity Breeds Resentment. < H2> Section VII: Our Noble Profession (Inspirational Readings About Funeral Service). < H3> 1. The Funeral of The Unknown Soldier. < H3> 2. The Honorable Profession. < H3> 3. Code of Professional Ethics For The Funeral Service Practitioner. < H3> 4. A Winning Personality. < H3> 5. "The Undertaker".
