Working with Adopters
- 1. Listen to Owners About Returned Pets
- 2. How To Lead a Shelter Tour
- 3. Positive Attitude and Communication
- 4. Conflict Management
- 5. Basic Telephone Skills
- 6. Positive Customer Relations Do's and Dont's
- 7. Actual Follow-Up Questions to Ask Adopters
- 8. Follow-Up Questionnaire for New Adopters
- 9. "Follow-Ups: More Important Than You Think (and Easier, Too)!"
- 10. "Cat Care, Adoption and Behavior Tips to Give to Adopters"
Conflict Management
ASPCA, National Shelter Outreach
Conflict Management
FACT:
WHEN TWO PEOPLE INTERACT, THE POTENTIAL FOR CONFLICT IS
INEVITABLE.
CUSTOMERS NEED TO:
Be Understood
Customers need to feel they are communicating
effectively.
Feel Welcome
Customers need to feel you are happy to see them and willing to
take care of them.
Feel Important
Anything you can do to make a customer feel special is a step in
the right direction.
Use their name, compliment them.
Be Comfortable
A place to wait, rest or talk. Also psychological comfort -- not
being judged.
HANDLING COMPLAINTS:
- Listen
carefully to the complaint.
- Repeat the
complaint back and get acknowledgment you heard it
correctly.
- Apologize.
- Acknowledge
the customer's feelings (anger, frustration,
disappointment).
- Explain what
action you will take to correct the problem.
- Thank the customer for bringing the problem to your attention.
CONFLICT RESOLUTION:
Treat the other person with respect.
An irate person wants to know that:
- Someone is listening
- They are
understood
- They are
important and appreciated
- They are
going to be helped
- They are talking to the right person
You cannot win by being irate also. The one what stays calm has control.
- Don't take things personally.
- Focus on the problem, not the person.
-
If you must
say NO:
- Give an explanation
- Express your feelings
- Provide an alternative -- be helpful
© 2001 ASPCA
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For Shelters: Working with Adopters:
Basic Telephone Skills
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