5 Things You Need to Know About Your GPL
About the Course
Funeral service providers, are you prepared to handle calls while staying compliant with FTC regulations? In this video, we break down five key things you need to know before picking up the phone, ensuring you provide accurate information while maintaining professional standards. Recent FTC audits have revealed compliance failures in the funeral industry—don’t let your business be one of them! Regular training and a strong understanding of these guidelines will help you stay compliant, enhance customer service, and build trust with families during difficult times.
Key Takeaways
Who Can Answer the Phone? Anyone can provide basic pricing, but training is crucial to avoid misinformation.
Understanding the General Price List (GPL): Know the key pricing details for common services like direct cremation and memorial services.
Handling Calls When Busy: Learn how to manage inquiries efficiently without leaving families feeling unheard.
After-Hours Policies: Be clear and consistent about when and how you provide pricing information.
GPL Disclosure Requirements: While you’re not required to send a GPL via email or fax, you must provide requested pricing over the phone.
More Modules by Poul
About the CXpert
Poul Lemasters, Esq.
Poul worked in customer service arena for over 15 years, serving people directly in various roles. He then moved into the legal arena, where he quickly realized the gap in customer service. He has since focused on how the combination of customer disputes and legal resolutions can be better handled through customer service. Poul shares this knowledge with his clients, and speaks throughout the US and Canada on these and other communication topics.