Hi, can I help you? 'every time she picks up the phone, Kanglu starts like this. In this way, on average, they can say 60 sentences a day, which looks like other operators. However, the next sentence they usually answer is: 'my family has passed away, can you send a car to pick it up? It turns out that this is Chongqing funeral service hotline. On average, Kanglu can get about 60 calls a day.
It is Kanglu's daily work to provide funeral services such as service consultation, vehicle arrangement and service return visit for the deceased.
What kind of experience is it to answer 60 death calls every day
I became a funeral hotline by mistake
Kanglu is a post-95 girl. She graduated from Chongqing Electronic Engineering Vocational College in 2015 and studied marketing planning. Why to be a funeral hotline? "It's my first job after graduation. I didn't know what it was on my first day at work, but I knew it was probably the operator, answering the phone. 'Kang Lu told reporters that he thought he could easily cope with the work, but did not expect that he would also welcome the' monthly test 'and' quarterly test '& hellip; & hellip;
The work is not as simple as Kanglu thought.
'may I ask if we can take the remains back to our hometown for cremation when our relatives die? What procedures do cremation need & hellip; & hellip; 'I don't have a good understanding of the funeral industry, so it's difficult to answer the questions of the callers without any mistakes. Before going to work, Kanglu and other girls who came in together had more than one month's training. The seniors drew out the key contents that were often asked. Every day, Kanglu took notes and recited them one by one.
To memorize the 'Xinhua Dictionary' on page 555
Chongqing funeral service hotline was officially opened on January 1, 2015. The hotline has the functions of funeral business handling, receiving complaints, funeral information inquiry and funeral business handling. Among them, the largest number of business processing is to directly transfer calls from citizens who need to handle funeral business to funeral service units to provide timely and convenient funeral services for citizens. All the people working here are girls, with an average age of 23.
Some people call, if the advice given is not to the point, or not detailed enough, it is unprofessional performance. In the hotline room, the reporter saw dozens of "Chongqing funeral policy and regulations collection" on the shelf, with a thickness of 555 pages. Mark the unfamiliar places, read them over and over again
This book is a must read list for every operator in the induction training, because in the hotline, there are many contents that need to answer some related policy questions to the callers. 'it can't be said that when we call for consultation, we have to read books. That's not good. So, when you're free, you need to read this & lsquo; Xinhua Dictionary & rsquo; at any time, and memorize all kinds of policy issues in your mind, otherwise it's not professional. Every time Kang Lu reads this "Xinhua Dictionary", she takes reading notes. When answering the phone, there are four or five notebooks by your side, which are numbered to avoid any mistake in answering the caller.
Received a 'scream' call in the middle of the night
'we have a total of 20 operators. "Kanglu said that the service hotline had a 24-hour annual lunch break. 'the hotline operator will work every two people, morning shift and night shift, morning shift from 9:00 a.m. to 5:00 p.m.; evening shift from 5:00 p.m. to 9:00 a.m. the next day. 'it's common to receive a phone call from a family member in the middle of the night. 'some of them called and were in a state of emotional breakdown. They kept crying and couldn't say anything. I know you are in great pain now. I hope we can help you. 'at this time, the first thing Kanglu has to do is to calm the caller's mood. 'sometimes the language is very pale, we listen to them quietly. '
Unlike other hotlines, funeral hotlines may receive more calls at night than during the day.
At first, girls were afraid to work at night. 'in the middle of the night, there are all kinds of strange and incredible things. Some call the funeral hotline of 96000, but they may not know what the hotline is. Some children called to complain about too much English homework, workers on the construction site calling for pay, looking for relatives, even drinking too much to sleep. After the call, there was a very strange scream & hellip; & hellip; 'Kanglu recalled that the most unpredictable thing was that in the middle of the night, a middle-aged woman called:' hahaha, my husband died! 'then hang up.
It's not lucky to have friends around
Kang Lu said that the inner sorrow will make people emerge all kinds of emotions, and some complex and distorted human nature will often cause their own and colleagues' negative emotions. But these negative emotions, they never dare to tell their family and friends. The unit has set up psychological guidance courses for them to help them release pressure.
Kanglu seldom mentions her work to others. Even relatives don't talk about it often.
'a lot of people began to understand us, but some friends still felt unlucky. Kang Lu told reporters that although many people still hold biases in this job, modern society cannot do without civilized mourning, which is a promising industry. In addition, the establishment of the funeral hotline has played an effective role in resisting and supervising the killing of customers by illegal funeral companies, which is also the driving force for them to persist.
In Kanglu's view, every citizen who calls is experiencing the most vulnerable time in their life. It is also the greatest achievement in their work to be able to accompany, guide and help them on the most vulnerable road.