Customer service presentation pdf Cert IV FLM


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Customer service presentation pdf Cert IV FLM

  1. 1. Customer service in anonprofit organisation
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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.● The recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration.●
  7. 7. Who are our customers?• All nonprofit and charity organisations in Australia Rosalie Day | Cert IV FLM
  8. 8. What do we offer them? A variety of products and services – some involve a straightforward customer transaction, while others are more complicated
  9. 9. DonorTec● Discounted and donated software from major software companies such as Microsoft
  10. 10. Annual conference● Customers register and pay online
  11. 11. Events● Workshops, seminars, local meetups on topics for nonprofits
  12. 12. What do customers want?● In a conventional customer relationship they want goods or services as promised in exchange for money
  13. 13. 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● Im talking about information!
  14. 14. 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
  15. 15. Information● Newletters, blogs, articles, tutorials
  16. 16. Information - online directories ● Directory of Australian nonprofits & charities ● SAcommunity – community services online
  17. 17. 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
  18. 18. This is what it looks like
  19. 19. 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
  20. 20. SAcommunity• A public information service for South Australia Rosalie Day | Cert IV FLM
  21. 21. Whats it for?Helps people to find out about services from government and community organisations that can help themHelps people to participate in community life through membership or volunteering
  22. 22. 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
  23. 23. In summaryMy organisation has a broad vision and missionOur customer transactions and interactions are diverseWe need to keep learning about and understanding our customers so that we can provide relevant services to them Rosalie Day | Cert IV FLM
  24. 24. … and dont forget● Try to experience what its like to be one of your own customers – you might see things in a new way Rosalie Day | Cert IV FLM