Funeral Directing - First Call
First call - answer The request, usually made by a surviving family member, for a
funeral home to transfer a deceased from the place of death to the funeral home and for
the funeral home to carry out the wishes of the next of kin regarding funeral services
and disposition. Sometimes known as the "First Call"
Salutation - answer The person answering the phone should give:
(1) Name of the funeral home
(2) His/her name (How he/she would like to be addressed
(3) "May I help you" this is optional but leaves a good first impression
(4) Avoid using "good morning" and "good evening". Some people may feel out of place
when a loved one may have just died
Answering the phone (5) - answer(1) Tone of voice
(2) Speed of questions and pronunciation
(3) Diction
(4) Volume
(5) Phone image
Tone of voice - answerThe funeral director's tone should be sympathetic yet
professional, not overly sad, forlorn, or cheerful. It should have some inflection to avoid
sounding monotonous or bored
Speed of questions and pronunciation - answerThe speed of the funeral director's
conversation should be slightly slower than that of a normal telephone converation
Diction - answerThe voice should be clear and crisp. The telephone should not be
answered if the person answering is eating, drinking, or chewing gum
Volume - answerThe voice should not be so loud that it is offensive or disturbing to the
caller, yet it should not be so quiet or soft that the caller has to strain to hear or
frequently ask the funeral director to repeat himself
Phone image - answerIt is just as important to protect a professional, sensitive and
empathetic image over the phone as it is in person. You want the caller to feel secure
and comforted. The beginning of a relationship of trust starts with the image you project
during the telephone call
Information needed from the caller - answerThe first call or notification form will assist
you in asking the necessary questions and allows you to have a written record of the
first call
First call - answer The request, usually made by a surviving family member, for a
funeral home to transfer a deceased from the place of death to the funeral home and for
the funeral home to carry out the wishes of the next of kin regarding funeral services
and disposition. Sometimes known as the "First Call"
Salutation - answer The person answering the phone should give:
(1) Name of the funeral home
(2) His/her name (How he/she would like to be addressed
(3) "May I help you" this is optional but leaves a good first impression
(4) Avoid using "good morning" and "good evening". Some people may feel out of place
when a loved one may have just died
Answering the phone (5) - answer(1) Tone of voice
(2) Speed of questions and pronunciation
(3) Diction
(4) Volume
(5) Phone image
Tone of voice - answerThe funeral director's tone should be sympathetic yet
professional, not overly sad, forlorn, or cheerful. It should have some inflection to avoid
sounding monotonous or bored
Speed of questions and pronunciation - answerThe speed of the funeral director's
conversation should be slightly slower than that of a normal telephone converation
Diction - answerThe voice should be clear and crisp. The telephone should not be
answered if the person answering is eating, drinking, or chewing gum
Volume - answerThe voice should not be so loud that it is offensive or disturbing to the
caller, yet it should not be so quiet or soft that the caller has to strain to hear or
frequently ask the funeral director to repeat himself
Phone image - answerIt is just as important to protect a professional, sensitive and
empathetic image over the phone as it is in person. You want the caller to feel secure
and comforted. The beginning of a relationship of trust starts with the image you project
during the telephone call
Information needed from the caller - answerThe first call or notification form will assist
you in asking the necessary questions and allows you to have a written record of the
first call
