Want a rock-solid reputation and repeat clients instead of repeat complaints? From customer surveys to shelter design, learn the techniques for good customer service.
Resources and Articles
From the Magazine
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May 1, 2012
Mouthpieces: Adopters Are Our Heroes
This installment of Mouthpieces celebrates adopters as superheroes and assures new pet parents that you will be there to support them as they and their pet adjust to life together.
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March 1, 2012
Mouthpieces: Are You Sure About This?
This edition of Mouthpieces offers support and solutions to people considering giving up their pet due to a variety of difficult circumstances.
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November 1, 2010
Coffee Break: Making Your Organization More Appealing to the Public
In your space, you told us how your organization makes its facilities more appealing to the public.
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March 1, 2010
Coffee Break: Staying Calm When You're About to Lose Your Cool
In your space, you told us about the times you've come close to losing your cool with a frustrating member of the public, but managed to save a difficult situation by staying calm and polite.
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January 1, 2010
Q & A: A Crisis in Customer Service? Not So Much
Is there a customer service crisis in the animal welfare field? Animal Sheltering editor Carrie Allan talks to staff of Maddie's Fund and the Petfinder Foundation about the results of a "secret shopper" program they conducted last summer at a series of rescues and shelters.
Policies
Programs
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Shelter Diagnostic System
This is an assessment tool designed to help private and public animal shelters run better by surveying employees and making specific recommendations based on survey results.
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