The Association Blog

This week, we take a closer look at word usage, and how it can impact your relationships with the folks who come through your doors.

What is the job title for your front desk employees? Inquiring minds in The Association’s members-only Facebook group want to know, recently sharing that “customer service representative” doesn’t do it anymore.

For many organizations seeking to grow their relationships with the people and pets they serve, the term “customer” may sound impersonal and transactional. “Client services,” on the other hand, may connote a relationship that’s more personal and ongoing.  

And if you look at it from the point of view of a potential employee seeking work in a mission-driven environment, would you rather apply for “Customer Service Associate” or “Community Resources Coordinator?”

Can we find more terms that support the idea of a shelter as a community resource? Here are some suggestions from your colleagues in the field:

• Animal Client Service Coordinator
• Client Services
• Shelter Receptionists
• Guest Relations Associate
• Guest Services Associate
• Customer Care Associate
• Customer Care Manager
• Matchmaker
• Client Coordinator
• Front Desk Coordinator
• Community Resources Coordinator
• Director of First Impressions

What are these important community-facing roles called at your agency? Got a suggestion? Leave a comment and share with your colleagues.

More Tips & Info

Tip of the Week: Hit the Breaks
Tip of the Week: Go Ahead, Make Your Day
Tip of the Week: 5 Ideas for Minimizing Distractions
From Forbes: 5 Tips to Move From Transactional to Meaningful Customer Relationships

Photo: Open Door Veterinary/Facebook