04/22/2026
CSR Appreciation week: This is why Calvin is Five Star Status at AUC!
What I love most about your team?
In a place where things get hectic quickly, my favorite thing about my team is how everyone jumps in without hesitation. I have never heard a single person say, "that is not my job" we make sure the patient and client are taken care of."
What keeps you motivated on hard days?
On days where we have emotional clients, suffering pets, juggling phones, scheduling appointments and sometimes grief all at once, motivation usually is not one big thing, it's a handful of smaller things that keep me steady. This includes the impact of my role we are the first and lait person a client interacts with. Focus on the wins, whether they're small or large. Team support from my co-workers, such as venting or sharing a laugh together.
A moment that made you proud to be a CSR?
I honestly can't say I have a specific moment. There are several moments that made my heart swell just a bit more each time. When owners come to the clinic in an emergent situation, empathy goes a long way. Talking to them while the team is stabilizing the pet. Once the owner sees the pet is okay, I can see the turn into a different person. When they finally smile and say thank you for helping their fur baby, thank you for getting them into the clinic and not dismissing them. That is what makes me proud to be a CSR. Finding a way to say YES.
Advice to someone starting as a CSR?
As someone who is still learning the ins and outs of vet med, it is important for you to focus on how you communicate with clients more than having all the answers. I still ask the team and doctors questions, but it is imperative that you give clients the right information. Make sure with any urgency that comes in, learn the differences when it comes to triaging, we will get more into this during training. Lean on your team and write things down, it can get very overwhelming, and you do not want to let any small details slip through the cracks. Remember, a good clinic will expect questions from CSRs, especially new ones. Do not try to prove yourself by handling things solo, petsā lives depend on it.
What does great client service mean to you?
At its core, it means making clients feel heard and respected. As well as clear, honest communication including realistic expectations about wait times and next steps without sounding dismissive. Great service includes small moments of empathy, offering a kind word during a tough visit those things clients remember long after the appointment is over.
