Recent media stories of high profile companies with very public customer service failures serve as a reminder of the importance of ensuring an intentional focus on meeting customer needs, and training and empowering staff to respond appropriately. Done well, customer service builds loyalty and repeat business, and has a positive impact on the bottom line.
Many nonprofit organizations struggle to understand and adapt customer service principles to their environments. In addition to the recipient of your services, your “customers” include your volunteers, funders, donors, partners, collaborators, and entities who contract with you to provide services. The most successful nonprofits understand that customer service must be fully embraced by the entire organization. It is not just the responsibility of one or two staff members – it is everyone’s job to ensure that each customer’s needs are met in ways that exceed their expectations.
Please join Lynn Ivey, nonprofit consultant, to learn concepts and strategies for integrating key customer service principles into your practice. By learning how to build better relationships, you will build stronger connections to your organization that will translate into more support for your mission.
WHAT YOU’LL LEARN
Just a sampling of what this webinar will cover:
- Understand who your customers are and what they need from your organization
- Identify attitudes that inspire amazing customer service
- Discover a number of tips for providing exceptional donor care
- Understand key focal points for developing a customer-centered culture
- Find practical ways to handle difficult people and situations
- Review best practices for engaging and keeping members, volunteers and donors
- Discuss phrases and techniques to use in resolving conflicts
- Discover the importance of anticipating customer needs and integrating this process into your daily business practices
YOUR CONFERENCE LEADER
Your conference leader for “Best Practices for Exceptional Customer Service: An Integral Part of Your Nonprofit’s Sustainability” is Lynn Ivey. Ms. Ivey is a consultant, trainer and speaker for nonprofits throughout the U.S. Her nonprofit experience spans more than 20 years and includes senior executive and leadership positions with healthcare, education, and family support/intervention programs. Her roles have been diverse including: administrator of one of South Carolina’s largest nonprofit hospice programs, director and coordinator of volunteer programs, personnel manager, social worker, staff trainer, clinical instructor, and preschool director. Lynn is a licensed social worker and long-term care administrator with a passion for building stronger communities. Because of her wealth of first-hand experience, both in senior nonprofit executive and volunteer positions, she is a sought-after speaker and has presented at national, state and regional events and conferences. In addition to her professional work, she also has a wealth of volunteer experience including: women’s shelters, a theater company, U.S. Navy Family Service Center, and scouting. She has also held volunteer positions serving on the National Council of Hospice and Palliative Professionals CEO Steering Committee, South Carolina Department of Health and Environmental Control Cancer Control Advisory Committee, and the South Carolina Association of Residential Care Homes Board of Directors, to mention only a few.