It is Kanglu's daily work to provide funeral services such as service consultation, vehicle arrangement and service return visit for the deceased.
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 do I work as a funeral hotline? 'it's silly. This is my first job after graduation. I didn't know what it was when I went to work on the first day, but I knew it was probably a telephone operator. I answered 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.
'can we take the remains back to our hometown for cremation when our relatives die? What procedures are needed for cremation & hellip; & hellip;' I don't have a good understanding of the funeral industry, so it's hard 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.
A 555 page collection of funeral policies and regulations of Chongqing
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.
The operator listened patiently and remembered all kinds of funeral policies
'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, the 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, and even drinking too much to sleep. After the call, there was a 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! 'and hung up the phone.
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.
Funeral hotline opens a new function of grief and comfort
Unable to bear the grief of the death of a loved one, the public can apply for grief relief free of charge.
According to the person in charge of Chongqing funeral management center, since this month, the funeral service hotline 96000 has newly opened the function of grief and comfort, providing professional grief services for citizens in need. Through listening, support, companionship and other professional skills and methods, we hope that the bereaved can be free from grief as soon as possible and enter a normal life.
On the one hand, the original intention of the '96000 funeral service hotline to open the grief and comfort function is to strengthen the construction of social service psychological system, such as some families who lost their independence, white haired people sent black haired people, elderly widows and other families. They are often more difficult to walk out of the shadow and pain than ordinary people, hoping that through the grief and comfort they can have good psychological comfort. Second, we want to guide the masses to deal with funeral treatment in the formal funeral service place, because this function is only for the masses who call the service hotline and treat the funeral in the formal funeral service institution for free. "From this month, if you need help, you can call the hotline, and the management center will send professional social workers to comfort and care you, help you connect with relatives around you, establish a family support system and social support system, and restore your normal living conditions," the person in charge said.