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!" This presentation shares practice customer-service skills to help pet sitters keep their clients happy. PSI members can view the actual recording in the Members Area of petsit.com.

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. 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

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. 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. 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. What is your company’s overall “customer service policy?” PSI’s series is sponsored by Business Insurers of the Carolinas ©2011

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. How do you measure your clients’ satisfaction with your customer service? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011

11. What is your general policy for handling complaints? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011

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. Have you ever “won over” a complaining client? How? PSI’s series is sponsored by Business Insurers of the Carolinas ©2011

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. 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