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portada Winning Ways: The Funeral Profession's Guide to Human Relations
Type
Physical Book
Publisher
Author
Year
1998
Language
English
Pages
208
Format
Paperback
ISBN
0838596460
ISBN13
9780838596463
Categories

Winning Ways: The Funeral Profession's Guide to Human Relations

Todd Van Beck (Author) · McGraw-Hill Medical · Paperback

Winning Ways: The Funeral Profession's Guide to Human Relations - Todd Van Beck

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Synopsis "Winning Ways: The Funeral Profession's Guide to Human Relations "

Written for the funeral service industry by a funeral service professional, this unique book...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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