In a nutshell, the workbook:
Is shelter/clinic/rescue friendly and designed to be used in-house at any time without the help
of a professional consultant or trainer.
Uses examples of real situations familiar to any department, staff
member or volunteer.
Can be used to train new staff or address problem areas for existing staff.
during department meetings, individual interviews, cross training or special sessions.
Is meant to be written in, discussed
and referred to at desks, counters, in meetings or vehicles.
Shares educational materials that are both entertaining and informative.
by award winning Companion Animal Photographer, Sumner W. Fowler.
Includes 120 easy-to-work-with pages that offer Customer
Smart principles, exercises, quizzes and ethical dilemmas.
When can the workbook be used?
new employee orientation
special training sessions
in small groups
in departments or cross sections of departments
as benchmarks for employee/volunteer evaluations or team performance
What methods does the workbook use to train staff and
volunteers to be Customer Smart?
- Clear objectives
for each chapter
- Tools to try out
- Questions to answer
- Quizzes to complete
- Exercises to practice
- Scenarios to resolve
- Situations to discuss
- Case studies to consider
dilemmas to contemplate
How many copies of the workbook do we need?
staff member and volunteer will benefit from their own copy so they can take notes, highlight sections and refer to the materials
How do the 2009 and 2016 editions differ?
What does the workbook look like inside?
Chapter 1: Your role in interacting with the public, or “Hey I didn’t sign up for this!”
Chapter 2: The Filters We Wear and the Snap Judgments We Make
3: The Art of Shaping Outcomes
Chapter 4: The Art of Setting the Tone
Chapter 5: The Martial Art of Customer Service: Verbal Aikido Tools---
1: Remember why customers get upset
# 2: Raise customer esteem
# 3: Don’t instigate or elevate anger
# 4: Calm the situation
# 5: Avoid words that flip the anger switch
# 6: Be assertive,
# 7: Survive saying “no”
# 8: Stabilize quickly after a very bad, difficult, or simply odd interaction
# 9: Help coworkers during difficult interactions
and get respect
#11: Fortify team work
#13: Go to the coach!
Chapter 6: Why Customers Get Angry
Chapter 7: The Secret Life of Words
Chapter 8: Positively In-Charge
Chapter 9: Recovering
Chapter 10: A Culture of Caring
Click HERE to view Chapter 1