My Approach to Customer Service: Client Advocacy

Posted: Jul 21, 2016
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A few months ago, I was out to dinner and was approached by a woman who seemed to recognize me; she asked if I worked for DoveLewis. I told her that I did, and she then gave me a hug and thanked me for helping her and her family through putting their cat to sleep a few weeks earlier. This moment made a big impact on me and made me think about why I love working for DoveLewis. It was very rewarding to hear that I was able to make her sad experience easier. It was also great to see that I am able to help people in my community when I’m at work. Since then, I’ve thought about what motivates me to work with clients through their stressful experiences with their pets. I’ve realized that while I greatly enjoy working with people, I feel that working at the front desk is especially rewarding when I’m able to help others by giving my sincere empathy and compassion to others during what is usually a stressful situation.

client service representative

Doctors’ and technicians’ primary focus is on their patients, and I try to always be the cheerleader of the client

I approach working as a Client Service Representative at DoveLewis as being the advocate of the client. This means that my focus is to keep clients informed and involved while their pet is in our hospital. From the moment a client and their pet walks through the door until they get checked out, I try to make what can be a nerve-racking experience as smooth as possible. Doctors’ and technicians’ primary focus is on their patients, and I try to always be the cheerleader of the client by facilitating their communication with our medical staff. This can sometimes be challenging in a busy 24-hour ER and ICU, but I think having a good approach to how and why we do our jobs is what makes everyone at DoveLewis work so well together. I have found that when I maintain the role of being the voice of the client in the hospital, I am able to provide the best customer service possible.

Whether it’s providing thoughtful updates, giving clients a warm smile when you see them, or remembering a returning pet’s name, I’ve noticed that all of these small gestures can make a big impact on customer satisfaction. If clients feel like they have an extra person there to make sure their voice is heard and keeping them in the loop, it makes a huge difference on the experience they have that often starts off as very stressful. When these small acts of advocating for others compound, this is when I find my work most rewarding and it’s reflected back onto my ability to do my job.

"The smallest act of kindness is worth more than the grandest intention.” - Anonymous