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The Voice

The CLASS system for phone presence, plus the standard NEVER-versus-ALWAYS word list for talking with clients.

Purpose

Your voice is the only impression a caller gets of the school before they decide whether to trust it with their dog. This SOP is the CLASS system for phone presence, plus the standard word list for talking about our services and the dogs in our care.

At a Glance

  • CLASS: Calm, Listen, Attention, Slow, Smile.
  • Breathe and settle yourself before you pick up. Never sound panicked, rushed, or distracted.
  • Give the caller your full, undivided attention. No side conversations, no multitasking.
  • Speak slowly and clearly. Rushing reads as rude.
  • Use the standard word list below. Say Cue, not Command. Say Lodging, not Boarding.

The CLASS System

Calm

  • Take a breath before you answer.
  • Project a calm, organized tone. Never panicked, distraught, or rushed.
  • A caller who hears fear, anxiety, or frustration in your voice loses confidence in the school.

Listen

  • Let the client finish. Don't interrupt.
  • Focus on the client's real need, underneath whatever they seem to be asking on the surface.

Attention

  • No distractions: not another client, not the computer, not a note you're writing.
  • If you truly can't give full attention right now, get the caller's name and best callback number.
  • Never ask a client to call you back. Call them.

Slow

  • Speak slowly and precisely. Rushing sounds like you'd rather be dealing with something else.
  • Clients pay the bills. A rushed or rude phone manner can lose one.
  • Practice your scripts so a slower pace still sounds natural.

Smile

  • A smile changes your voice, even over the phone.
  • A friendlier voice builds a client's trust faster.

The Best Words

Use the client-friendly term on the right. Avoid the term on the left. Each supervisor is responsible for training their team on this list.

  • No (You're Wrong) -> Actually...
  • I don't know -> Let me find out
  • Yeah -> Of course!
  • Sure -> Absolutely!
  • No problem -> My pleasure!
  • Huh? -> Excuse me? / Pardon me?
  • Ok (fine) -> Great!
  • In case of emergency -> In case we have questions
  • Cancellation -> Opening
  • Price increase -> Price adjustment
  • Cheaper -> Less expensive / Best value
  • Boarding -> Lodging
  • Kennel -> Resort / Care School
  • Cage -> Enclosure / Cabin / Crate
  • Kennel/Run -> Suite / Accommodation / Room
  • Picky eater -> Selective eater
  • Doesn't like people/dogs -> Dog/People Selective
  • Shots -> Vaccinations
  • Kennel cough -> Canine Cough
  • Isolation -> VIP Area
  • Command -> Cue
  • Alpha -> Leadership
  • Compliance -> Ability to complete task/cue
  • Bad Behavior -> Challenge or undesired behavior
  • Sick -> Not feeling well
  • Dog Fight -> Scrap
  • People/Dog Protective -> Reactive, Territorial, or Possessive

Edge Cases

What if I can't help a caller's question right away?

Get their name and best callback number, and call them back yourself. Don't ask them to call you.

What's the fastest route to sounding confident on a call?

Run the CLASS system in order before you even say hello: take a breath (Calm), commit to hearing the client out (Listen), clear your desk of distractions (Attention), slow your pace down (Slow), and let a smile into your tone (Smile). Five habits, one pass, before the call even starts.

Who to Ask

Your supervisor is responsible for training you on the full word list above. When a caller's complaint runs deeper than tone and word choice, the fuller troubleshooting playbook lives in Steps to Excellent Customer Service/Troubleshooting.