Among the things you’ll learn:

I. The cremation consumer

a. History of cremation in America

b. Independent survey statistics

c. Consumer trend toward cremation

d. Understanding the cremation consumer

e. Consumer expectations

f. Making the right first impression

g. Mistaken assumptions from funeral providers

II. Effective arrangement consultation

a. How service enhancements can add value and meaning

b. Active listening and other communication techniques

c. Effective religious and secular services

d. Consumer values:  products vs. experience

e. Staff training and consistency

III. Liability and staff training

a. Understanding risk and liability

b. Examples of proper and improper operational standards

c. Due diligence in the operation or selection of a crematory

d. Establishing a system of checks and balances to minimize risk

e. Fulfilling consumer expectations of integrity

f. Pet cremation risk and liability

g. U.S. Flag Disposition and D.E.P. permits

IV. Presenting consumer options

a. What resonates with consumers

b. Documenting full disclosure of the process for consumer

c. Presenting consumer options including self-directed options

d. Consumer friendly cremation packages

e. Established standard operating policies and procedures

V. Cremation Code of Ethics

a. Statement of purpose and definitions

b. Handling the deceased and identification

c. Consumer considerations and expectations

d. Full disclosure

e. Ethical operating procedures and record keeping

f. Compliance with laws and regulations

g. Certifications, training and continuing education

h. Personnel, integrity and professionalism

VI. Wrap Up/Q & A

Your registration includes:

• Six hours of cremation arranger training
• Certified Cremation Arranger certificate
• “Cremation Best Practices” white paper
• Continental breakfast
• Lunch