Getting the Customer Service experience back on track

Tami Ann Customer serviced

At Chastain Veterinary Medical Group we work hard to keep the client experience in mind at all times. After all, so many of our clients are really more like friends at this point. Of course, being human, we are not perfect. So there is always room for improvement.

If your experience with us hasn’t gone the way you thought it should, here are three simple steps you can take that may help get things back on track:

First, speak with one of our Client Support Representatives. We hold weekly training meetings with our front staff to make sure they have up-to-date knowledge and authority to solve many routine problems on the spot.

Second, contact one of the Office Managers, either by phone, email or in person. Our Meadow Brook (McKinney) Office Manager is Kyra McCormack ( and our Preston Road (north Dallas) Office Manager is April Smith, LVT ( The Office Managers are our first line trouble shooters for more serious problems. They can train or retrain staff as needed, alter staffing schedules, and handle the more complex occasional mix ups and financial concerns. The Office Managers also check the after-appointment customer service surveys on a regular basis. They read every single comment, respond when appropriate, and keep the doctors apprised of trends.

Third, contact our Group Medical Director, Dr Sue Chastain, DVM ( You can reach her by phone at either clinic, but often the most efficient way to reach Dr sue is by email, since she works shifts at both clinics. Dr Sue checks her email about once a day. Reponses may take a day or so, since a certain amount of preliminary research or fact-finding may be necessary in some case. But do be assured, if your email got through, you will get a response. We care about our clients as well as our patients.

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