“Some
consultants can train, but they don’t know our business, and our business is unique. Jan has always been in touch with
how we work with the public and the tough situations we face. Her materials hit the mark and provide us with the skills for
dealing with difficult people and complex situations. I am so glad that she has updated her book on customer
service for shelters and rescues and has even created a Facilitator’s Guide so that we can do our own training and not
depend on a consultant.” Rick Johnson, CEO Sacramento
SPCA, Immediate Past Chair SAWA, Former Director Animal Law Enforcement Academy *
“Jan delivers the workbook information
with thoughtfulness, humor and sensitivity. The Facilitator’s Guide is a very valuable addition to the workbook, as
it offers trainers a variety options for bringing the information to the volunteers we work with. I have been exposed to a
variety of customer service training styles during my career in animal sheltering and Jan’s is the best you can get.”
Anne Oliver, Director of Volunteer Services, Marin Humane Society
*
"When our job is to trap, neuter and
release cats, we need to deal with some tough human customers. This workbook hones right in on the skills
we need to keep calm when explaining our work to an upset community member." Janet Williams, President, Marin Friends of Ferals. *
“Animal shelters which focus only
on the animals will, in the end, not do as much for the animals as they wish. Like it or not, care to admit it or not, we
are businesses. And like all businesses, we are only as good as our worst employee. Sadly, our businesses tend to attract
staff who love animals and often have little or no understanding of how to talk to other humans. Add the emotional complexity
of our staff interaction with people on the other side of the counter…. well, it’s not always pretty. Buy Jan
Elster’s book. These workbooks and facilitator guides are as important to your success as are your cleaning and vaccination
protocols.” Ken White, President, Peninsula Humane Society & SPCA *
“Our offsite locations may be the
only "face" the community sees of our organization. Customer service skills are absolutely critical to the success
of placing our animals in forever homes, selling merchandise-which supports the animals in our care, education, and raising
awareness in our community. Having attended Jan's "Customer Smart" shelter skills trainings, I continually incorporate
that invaluable education into the training of our staff.” Karen Loudon, Offsite Manager, Humane Society of Southern Arizona *
"I cannot overstate the value of good
customer service in the animal sheltering field. During Animal Services Consultation evaluations, we commonly see shelters
struggle to provide quality customer service. This workbook will not only give you the tools to improve
customer care and service within your organization, it will help your staff recognize their unique capacity as ambassadors
for the animals in their care." Barbara Henderson, Shelter Services Coordinator
and Consultation, Humane Society of the United States *
"I want to say what a wonderful book
about customer service for shelters. My superintendent got one for all our employees, and it has done wonders. It is right
on! I like the idea that if you are customer friendly then you can help more animals." Mitzi O'Dell, President, Association of Certified Cruelty Investigators, Fayetteville, Arkansas *
"We have used this customer service program in
the past and are very interested in using it again. The workbooks were very helpful in training our staff, and the program
made a huge difference in their communication with customers." Vaughn Merry, Director of Operations, Yakima Humane Society
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