You’ve got to keep your  two-legged  clients happy, too! PSI’s   series is sponsored by Business Insurers of the Carolinas...
Meet today’s panelists: PSI’s   series is sponsored by Business Insurers of the Carolinas  ©2011 Scott Black, 2010 PSY Per...
PSI Members’ Client Profile -This data if from PSI’s 2011  State of the Industry Survey <ul><li>Percent of clients based o...
PSI Members’ Client Profile -This data if from PSI’s 2011  State of the Industry Survey <ul><li>Percent of clients based o...
You’ve got to keep your  two-legged  clients happy, too! PSI’s   series is sponsored by Business Insurers of the Carolinas...
How do your voicemail and call-back policies demonstrate your commitment to customer service? PSI’s   series is sponsored ...
What are your best practices and tips for handling meet and greet consultations? PSI’s   series is sponsored by Business I...
What is your company’s overall “customer service policy?” PSI’s   series is sponsored by Business Insurers of the Carolina...
How do you manage employees or oversee ICs to ensure they provide the same level of customer service? PSI’s   series is sp...
How do you measure your clients’ satisfaction with your customer service? PSI’s   series is sponsored by Business Insurers...
What is your general policy for handling complaints? PSI’s   series is sponsored by Business Insurers of the Carolinas  ©2...
What is the most unusual complaint you have received? How was it resolved? PSI’s   series is sponsored by Business Insurer...
Have you ever “won over” a complaining client? How? PSI’s   series is sponsored by Business Insurers of the Carolinas  ©2011
How have you handled a client that could not be satisfied? Have you had to “fire” a client? PSI’s   series is sponsored by...
You’ve got to keep your two-legged clients happy, too! Customer Service Tips from PSI Pet Sitters of the Year PSI’s   seri...
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Customer Service for Pet Sitters (PSI's July 2011 Pet Sitting for Smarties© Webinar)

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http://www.petsit.com PSI's Pet Sitter of the Year™ panel (Scott Black, Cara Armour, Rob Nager and Darlene Ehlers) present Pet Sitters International's July 2011 member webinar, "You've Got to Keep Your Two-Legged Clients Happy, Too!"

PSI members can view the actual recording in the Members Area of petsit.com.

Published in: Lifestyle, Business
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Customer Service for Pet Sitters (PSI's July 2011 Pet Sitting for Smarties© Webinar)

  1. 1. You’ve got to keep your two-legged clients happy, too! PSI’s series is sponsored by Business Insurers of the Carolinas ©2011 Customer Service Tips from PSI Pet Sitters of the Year
  2. 2. Meet today’s panelists: PSI’s series is sponsored by Business Insurers of the Carolinas ©2011 Scott Black, 2010 PSY Personal Touch Pet Sitting, Inc. Kingwood, TX Cara Armour, 2009 PSY Active Paws Watertown, MA Rob Nager, 2008 PSY Decadent Dog, Inc. Needham, MA Darlene Ehlers, 2006 PSY Pampered Pets Home Care Blue Jay, OH
  3. 3. PSI Members’ Client Profile -This data if from PSI’s 2011 State of the Industry Survey <ul><li>Percent of clients based on family type </li></ul><ul><li>Members state there are more married couples without children (43.9 %) than couples with children (30.6%) who utilize their services. </li></ul><ul><li>Single females (24.2%) tend to use pet sitters at more than double the rate of single males (10.3%). </li></ul>
  4. 4. PSI Members’ Client Profile -This data if from PSI’s 2011 State of the Industry Survey <ul><li>Percent of clients based on age </li></ul><ul><li>On average the typical pet sitter client is a married couple between the ages of 36-50 (45%). </li></ul><ul><li>Clients under the age of 25 years old was the smallest group, making up only 4.3% of all clients. </li></ul>
  5. 5. You’ve got to keep your two-legged clients happy, too! PSI’s series is sponsored by Business Insurers of the Carolinas ©2011 Customer Service Tips from PSI Pet Sitters of the Year
  6. 6. How do your voicemail and call-back policies demonstrate your commitment to customer service? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  7. 7. What are your best practices and tips for handling meet and greet consultations? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  8. 8. What is your company’s overall “customer service policy?” PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  9. 9. How do you manage employees or oversee ICs to ensure they provide the same level of customer service? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  10. 10. How do you measure your clients’ satisfaction with your customer service? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  11. 11. What is your general policy for handling complaints? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  12. 12. What is the most unusual complaint you have received? How was it resolved? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  13. 13. Have you ever “won over” a complaining client? How? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  14. 14. How have you handled a client that could not be satisfied? Have you had to “fire” a client? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
  15. 15. You’ve got to keep your two-legged clients happy, too! Customer Service Tips from PSI Pet Sitters of the Year PSI’s series is sponsored by Business Insurers of the Carolinas ©2011 Time for Q&A
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