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Animal Friendly, Customer Smart: People Skills for Animal Shelters

By Jan Elster

Newly Updated! This customer service workbook specifically focuses on the types of customers and the kinds of difficult situations that we, as staff and volunteers who work for animal shelters and rescue groups, face when doing our jobs. After teaching customer service exclusively designed for our field for over 30 years, Jan Elster has updated her materials to reflect the realities of 2016.