Happy Friday, Everyone! I’ve been here, there and every where lately training and speaking to funeral directors all over the country. I recently received a request from a customer for an introduction and transition statement to assist their receptionists into obtaining first call information. Take a look at the suggested dialogue below:
Miller Funeral Service. This is Megan.
My loved one just died. I need to come in and make funeral arrangements.
First, on behalf of Miller Funeral Service please accept our heartfelt condolences. Again my name is Megan Robinson and I am the receptionist at our Smithville Chapel and can certainly help you at this time. May I who I am speaking with?
This is Betty.
Thank you, Betty. May I ask your loved one’s name and your relationship?
Frank. Frank Bennett. He’s my husband.
Thank you, Betty. At this time I need to ask several questions gathering important information to share with our funeral director. Once the funeral director has this information they will call you to discuss a time to meet in person and plan details for how you may want to honor your husband’s life. Please know we are here to help in any way possible.
A few things to point out:
~Notice after receptionist gives her name there is no “How may I help you?”. As The Telephone Doctor says, “Anything said after the name cancels the name.”
~The phrase “heartfelt condolences” is said instead of “I’m sorry for your loss.” Place a greater emphasis on the very personal information they shared with you.
~Credibility is given along with a peace of mind statement using a very positive customer service word, “certainly”.
~Appreciation to the caller for sharing their name is given by saying “Thank you, (name)”.
~A statement outlining what will take place next is communicated in order to transition the called and provide direction.
Use the above dialogue as inspiration to create a customized statement that works for your receptionists or administrative assistance. They’re an important part of your team and appreciate any guidance you provide!