Client Service Calls

Part of being a Gate Keeper is manning the phones and taking the incoming calls and texts. While the clients we serve have their Dog Pro’s number, for some reason, some clients like to call into the company number. When this happens, handle it in the proper way to make sure our clients feel well taken care of and love us!

The goal with these calls is to make our clients feel overwhelmingly supported no matter what they are calling in for. Remember, these are people who have spent $1000’s of dollars on our services. We need to take care of them

Reasons Clients May Call In & How to Handle:

1) Reschedules

• When a client calls in asking to reschedule, ask them their name and who their Dog Pro is. Ask what date they are trying to cancel and let them know you got it covered and will pass it off to their Dog Pro and that their Dog Pro will reach out.

2) Client Complaints

• In this case, someone may call in because they aren’t too happy about something. Apologize for whatever they are upset by and let them know that you will pass this off to a manager ASAP and have them reach out. Then call/text the manager the situation and have them handle it.