№ lp_2_3_27188
Internal organizational policy outlining customer service procedures for handling phone calls, emails, online adoption applications, and paging within HSWM.
Document Code: CS-07
Purpose: To define the process of answering and returning phone calls, emails, and reviewing incoming online applications
Policy: Customer Service should provide a timely response to messages and online applications and communicate clearly and calmly using empathy and kindness
Department: Customer Service
Staff Affected: Customer Service Staff
Organization: HSWM
System: ShelterLuv database
Email Contacts: [email protected]
Related Roles: Director of Animal Care; Supervisor on duty; Adoptions Manager; Vet Staff
Procedures Covered: Phone calls and voice mail messages; E-mail; Online Adoption Applications; Paging
Revision History: V1 – Created 1/11/16; V2 – Revised 11/2/18; V3 – Revised 10/17/19; V4 – Revised 4/26/21
Effective Version: V4
Scope: Handling customer inquiries, adoption applications, and internal paging protocols
Price: 8 / 10 USD
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