Frequently Asked Questions

Face-to-Face Service Skills - 2

Face – to – Face Service Skills – 2 Learn how to recognise, build rapport and relate to different customer types.

  • Being attentive – ostrich or meerkat?
  • Building rapport quickly with your customers
  • Listening and questioning skills
  • Recognising and responding to customer types
  • Skills practice

Difficult or Compaining Customers

Difficult or Complaining Customers Learn how to handle unhappy customers – both face-to-face and over the phone.

  • Beware the silent customer!
  • Top reasons why customers complain
  • The ‘FIRSTCLASS’ approach to resolving issues
  • Remaining composed and confident
  • Skills practice

Recruiting for Service

Recruiting for Service Learn how to identify and select customer service stars.

  • The DNA of a great service provider?
  • Preparation – defining what you need
  • Questions to reveal service excellence
  • Assessing candidate capability and potential
  • Interview practice

Internal Service & Teamwork

Internal Service & Teamwork Learn how to work together as a team to deliver service excellence.

  • Teamwork – the internal service chain
  • The good, the bad and the best
  • The 3C’s of internal service
  • Your service roadblocks
  • Identifying service improvements

© 2019 by Kalamazoo Humane Society | Dog Walk & K-9 Festival | Nonprofit Number 38-1474932


Pre-Register for $20 thru May 8
Increase to $30 at Event

Online: Click Here
By Phone: 269-345-1181
By Mail: Get Registration Form

Contact Us

Kalamazoo Humane Society
4239 S. Westnedge Avenue
Kalamazoo, MI 49008

Phone: 269-345-1181


Saturday, May 11, 2019

9 AM to 2 PM

Prairie View County Park

899 E U Avenue

Vicksburg, MI  49097

All proceeds benefit the programs and services of the Kalamazoo Humane Society.