Anyone who works in the field of animal welfare and protection soon learns that caring for animals is only half the job. Working well with people is the unexpected other half. We work with customers who are impatient, angry, grief-stricken or defiant and we often have to guess which.

Animal Friendly - Customer Smart is a comprehensive, self-guided workbook version of the Customer Service workshops that Jan Elster conducted for shelters for 25 years. It is written for staff and volunteers of animal welfare, protection, control and rescue groups, whether in the front office, clinic, field, kennel or administration. It reinforces that we are all responsible for working with the public and covers tools like:

• Know your customers
• Control filters and snap judgments
• Use verbal aikido
• Remember why people get upset
• Don't flip the anger switch
• Be assertive, not aggressive
• Survive saying "no"
• Stabilize quickly after a bad interaction
• Help co-workers during difficult interactions
• Give and get respect
• Trash triangulation

The workbook is designed so that topics can be covered without a trained facilitator in monthly meetings or one-on-one to train new or refresh existing staff/volunteers. Easy-to-follow instructions promote individual or group involvement by including exercises, scenarios and over 150 photos by award winning shelter photographer, Sumner W. Fowler.

Informative, entertaining and user-friendly, a workbook for every staff and volunteer will help promote a positive image of your organization at fraction of the cost of hiring a consultant.

Item #: PCA-1142 In stock: Yes Weight: 0.65 lbs Printer friendly version	Price: US $10.00
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