TRAINING NEEDED IN CUSTOMER SERVICE AND RESPECT

I have been taking my poodle to Twisted Whiskers for approx the last 7 years and have never cancelled an appointment. Today I was involved in a motor vehicle accident and called to cancel my appointment at 12.30 (I called before 9am), There was absolutely no empath, no respect..... All I got was "Are you aware that there is a cancellation fee and it's in our Terms and Conditions". Well, firstly there is no contract in place with Terms and Conditions and secondly, have respect and empathy towards your customers in cases of emergencies "BECKY". All the years Carmen was the most respectful person working there and this absolutely floored me this morning. Shocked to say the least. I think you seriously need to work on customer service of you want to be the best. Such a pity as I really liked the way the groomers groom the pets and then you have such bad mannered persons that answer the phones and just don't care in serious emergency situations..........