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Customer service

Learn the critical importance of the human-to-human element and what it means to offer friendly, responsive customer service.

  • Can you hear me meow?

    So you started a small rescue, and people love your work! Your phone is ringing nonstop, you might have accidentally deleted a few voicemails, and your unread email count seems to multiply by the minute. Are you handling those calls and emails appropriately, or are you focusing on the animals ... and alienating the people who want to help save those animals? Here's how phone and email management techniques can take your rescue's customer service from zero to hero.

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Most recent Tools and Resources > Customer service

  • Blog Post

    Failure is not an option

    Saving lives means upping our customer service game

    Show of hands—how many of you got into animal welfare because you just love people and want to devote your life to providing stellar customer service?

    I think I’m safe in guessing virtually none of you are raising your hands! That’s because we’re animal people—dyed-in-the-wool, tried-and-true, ride-or-die animal advocates! Serve people? You’ve got to be kidding! If anything, we need to protect animals from people, right?

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  • Magazine Article

    Can you hear me meow?

    Trade the silent treatment for rapid response

    So you started a small rescue, and people love your work! Your phone is ringing nonstop, you might have accidentally deleted a few voicemails, and your unread email count seems to multiply by the minute. Are you handling those calls and emails appropriately, or are you focusing on the animals ... and alienating the people who want to help save those animals? Here's how phone and email management techniques can take your rescue's customer service from zero to hero.

    Read More

  • Magazine Article

    Walking a mile in the other veterinarian’s shoes

    Public health veterinarian Tamerin Scott, right, a frequent volunteer at the Amanda Foundation’s quarterly Wags for Wellness in Watts clinics in Los Angeles, delivers a pooch into waiting arms.

    Shelter vets and private practitioners can save lives through collaboration

    Ideally, all veterinarians would work in harmony to ensure animals in their communities receive the medical attention they need. Unfortunately, relationships between shelter veterinarians and private practitioners are often marked by misunderstanding or mistrust. The persistent, misguided stereotypes—private vets are greedy, shelter vets provide inferior care—can make cooperation difficult. In Southern California, the veterinary community is trying to improve communication between the two camps—with the goal of greater understanding and partnerships to benefit animals.

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