In the animal welfare world, strong communication isn’t just helpful—it’s essential. Customer Service for Animal Advocates: 10 Building Blocks for Compassionate Service lays the foundation for clear, empathetic, and effective communication with adopters, pet owners, and the general public. Whether you’re greeting visitors at a shelter, answering phones at a spay-neuter clinic, or responding to community concerns, every interaction shapes how people perceive your organization and impacts the animals you serve.

With over 35 years working in animal welfare, Cathy M. Rosenthal understands the unique challenges animal welfare professionals face when emotions run high. In this practical guide, she breaks down the core principles of customer service into ten essential building blocks—fundamental skills that anyone working in animal advocacy can use to navigate challenging conversations, set clear expectations, listen with empathy, and foster positive relationships. Through real-world examples and actionable advice, this book provides the tools needed to strengthen communication, build trust, and create a more service-oriented culture in shelters, clinics, and rescue organizations. To reinforce these concepts, an activity section at the end of each chapter provides exercises and discussion prompts that individuals or teams can use to practice and apply these customer service skills in real-life situations.

Mastering the basics of customer service not only improves interactions with the public but also reduces conflict, boosts staff morale, improves one's well-being, and leads to better outcomes for animals. Whether you're new to the field or a seasoned professional looking to refine your approach, this book will help you develop the foundational skills needed to turn everyday challenges into opportunities for connection and compassion. By strengthening how we communicate, we can create more positive experiences for people—and better outcomes for the animals who depend on us.