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Full Product Details

Author:   Todd Van Beck
Publisher:   McGraw-Hill Education - Europe
Imprint:   Appleton & Lange
Dimensions:   Width: 15.00cm , Height: 2.00cm , Length: 22.90cm
Weight:   0.380kg
ISBN:  

9780838596463

ISBN 10:   0838596460
Pages:   208
Publication Date:   14 August 1998
Audience:   College/higher education ,  Tertiary & Higher Education
Format:   Paperback
Publisher's Status:   Unknown
Availability:   Out of print, replaced by POD  
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Table of Contents

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

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