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Customer service presentation pdf Cert IV FLM

Date post: 02-Dec-2014
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Customer service in a nonprofit organisation
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Page 1: Customer service presentation pdf Cert IV FLM

Customer service in a nonprofit organisation

Page 2: Customer service presentation pdf Cert IV FLM

What does Connecting Up do?

• Helps nonprofits around Australia to be more effective

• Provides programs, services, events and resources to help nonprofits

Rosalie Day | Cert IV FLM

Page 3: Customer service presentation pdf Cert IV FLM

What is a nonprofit?

A non-profit organisation is one that is not operating for the profit or gain of its individual members.

Rosalie Day | Cert IV FLM

Page 4: Customer service presentation pdf Cert IV FLM

Why do we help nonprofits?

Non-profits exist to meet a particular social need or benefit. Many rely on government funding and donations. Public funds are used effectively and actually result in benefit to the community.

Rosalie Day | Cert IV FLM

Page 5: Customer service presentation pdf Cert IV FLM

And … nonprofits are important

● There may be up to 600 000 in Australia

● They account for about 4% of GDP

● They employ 8% of the workforce

● They engage over 4m volunteers

● They contribute to community well-being

Page 6: Customer service presentation pdf Cert IV FLM

What is a customer?

1. A party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.

● www.businessdictionary.com/definition/customer.html

2. The recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration.

● en.wikipedia.org/wiki/Customer

Page 7: Customer service presentation pdf Cert IV FLM

Who are our customers?

• All nonprofit and charity organisations in Australia

Rosalie Day | Cert IV FLM

Page 8: Customer service presentation pdf Cert IV FLM

What do we offer them?

A variety of products and services – some involve a straightforward customer transaction, while others are more complicated

Page 9: Customer service presentation pdf Cert IV FLM

DonorTec

● Discounted and donated software from major software companies such as Microsoft

Page 10: Customer service presentation pdf Cert IV FLM

Annual conference

● Customers register and pay online

Page 11: Customer service presentation pdf Cert IV FLM

Events

● Workshops, seminars, local meetups on topics for nonprofits

Page 12: Customer service presentation pdf Cert IV FLM

What do customers want?

● In a conventional customer relationship they want goods or services as promised in exchange for money

Page 13: Customer service presentation pdf Cert IV FLM

And when no money is involved...

● Some of our services are free – because people want them and need them but they will not pay for them

● I'm talking about information!

Page 14: Customer service presentation pdf Cert IV FLM

Why do we provide free services?

● There is a value for us in providing free information services – reputation, loyalty, reinforcing our brand

● Information services that are free to some customers may allow us to develop products that we can sell to other customers

Page 15: Customer service presentation pdf Cert IV FLM

Information

● Newletters, blogs, articles, tutorials

Page 16: Customer service presentation pdf Cert IV FLM

Information - online directories

● Directory of Australian nonprofits & charities

● SAcommunity – community services online

Page 17: Customer service presentation pdf Cert IV FLM

What is an online directory?

● You know what the White and Yellow Pages are

● Nonprofit directory – includes only nonprofits and charities with a basic level of detail that allows people to contact them and to understand what they do

Page 18: Customer service presentation pdf Cert IV FLM

This is what it looks like

Page 19: Customer service presentation pdf Cert IV FLM

Who are the customers?

● Nonprofit and charity organisations● Government – seeking to regulate the

nonprofit sector● Businesses – they want to sell goods and

services to nonprofits● Donors and philanthropists

Page 20: Customer service presentation pdf Cert IV FLM

SAcommunity

• A public information service for South Australia

Rosalie Day | Cert IV FLM

Page 21: Customer service presentation pdf Cert IV FLM

What's it for?

Helps people to find out about services from government and community organisations that can help them

Helps people to participate in community life through membership or volunteering

Page 22: Customer service presentation pdf Cert IV FLM

Who are SAcommunity customers?

1. SA Government – our funding body2. People who live in SA3. Community service providers in SA4. Our partner information providers –

local government & public libraries

Rosalie Day | Cert IV FLM

Page 23: Customer service presentation pdf Cert IV FLM

In summary

My organisation has a broad vision and mission

Our customer transactions and interactions are diverse

We need to keep learning about and understanding our customers so that we can provide relevant services to them

Rosalie Day | Cert IV FLM

Page 24: Customer service presentation pdf Cert IV FLM

… and don't forget

● Try to experience what it's like to be one of your own customers – you might see things in a new way

Rosalie Day | Cert IV FLM


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