Simply put, it is a customer service workbook that 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.

Jan has:

• revamped the 2009 edition of the workbook.
• created an accompanying Facilitator’s Guide.
• put together a self-contained training package that can change the face of what we do.

Why is it called a “training package?”

It is a “training” package” because it contains all the materials needed in order to make your organization Customer Smart.  Jan has taken the customer service approach and honed it down to two books that will help you apply Customer Smart skills to work well with the public while lessening stress and helping the animals.

Workbook: Animal Friendly-Customer Smart: People Skills for Animal Shelters & Rescues (for staff and volunteers)

Facilitator’s Guide: Animal Friendly-Customer Smart: People Skills for Animal Shelters & Rescues: Facilitator’s Guide (for in-house Facilitators, Department Managers, HR)