Presentation is loading. Please wait.

Presentation is loading. Please wait.

February 20021 Best Practices in Advancement Services Customer Service: Benchmarking with the Best Jennifer Houlihan Warwick Loyola Marymount University.

Similar presentations


Presentation on theme: "February 20021 Best Practices in Advancement Services Customer Service: Benchmarking with the Best Jennifer Houlihan Warwick Loyola Marymount University."— Presentation transcript:

1 February Best Practices in Advancement Services Customer Service: Benchmarking with the Best Jennifer Houlihan Warwick Loyola Marymount University February 2002

2 2 Participants Georgetown USC Johns Hopkins Stanford Goucher Duke DePauw Michigan State Ohio State UC Davis Columbia Lebanon Valley St. Michaels (VT) Houston Baptist Wake Forest University of Washington Oglethorpe Bucknell Hollins Dickinson George Washington Upper Canada College University of South Florida

3 February What is Advancement Services? Tier I Biographical updates Gift processing Research Database management and reporting Donor acknowledgement

4 February Tier II Prospect management Stewardship Gift societies Annual giving* Training * direct marketing (mail and phone)

5 February Tier III Personnel Facilities Budget Communications Events Scholarships Web Technology Grant writing Board liaison Imaging services Building projects Online alumni directory

6 February LMU University Relations Services Biographical updates Gift processing Research Database management and reporting Donor acknowledgement Prospect management Stewardship Training Personnel Facilities Budget Events Scholarship management Tech support Imaging services

7 February LMU University Relations Services

8 February What does good customer service include? Frequent and consistent communication of policies, procedures, and progress on assigned projects Self-service tools to empower staff and reduce reliance on others Expertise and credibility in niche areas

9 February Winning Characteristics Strong leadership within and above the department Clear expectations of performance and roles of department AND internal customers Competent, cheerful staff eager to contribute

10 February How do they do it? The Web

11 February Communication Its Role in Customer Service

12 February External Customers

13 February Communication with External Customers: Who Are We?

14 February Communication with External Customers: Who Are We?

15 February Communication with External Customers: Terminology

16 February Communication with External Customers: Donor Relations

17 February Communication with External Customers: Donor Relations

18 February Communication with External Customers: Stewardship

19 February Communication with External Customers: Stewardship

20 February Communication with External Customers: HR

21 February Communication with External Customers: HR

22 February Internal Customers

23 February Communication with Internal Customers: Overall Department

24 February Communication with Internal Customers: Overall Department

25 February Communication with Internal Customers: Overall Department

26 February Communication with Internal Customers: Online Newsletter

27 February Communication with Internal Customers: Policies

28 February Communication with Internal Customers: Overall Department

29 February Communication with Internal Customers: Bio/demo Updates

30 February Communication with Internal Customers: Gift Processing

31 February Communication with Internal Customers: Database

32 February Self-Service Tools Empowering Customers and Liberating Staff

33 February External Customers

34 February Self-service for External Customers: Bio/demo Updates

35 February Self-service for External Customers: Bio/demo Updates

36 February Self-service for External Customers: Help

37 February Internal Customers

38 February Self-service for Internal Customers: Research

39 February Self-service for Internal Customers: Research

40 February Self-service for Internal Customers: Research

41 February Self-service for Internal Customers: Research

42 February Self-service for Internal Customers: Research

43 February Self-service for Internal Customers: Research

44 February Self-service for Internal Customers: Moves Management

45 February Self-service for Internal Customers: Events

46 February Self-service for Internal Customers: Events

47 February Self-service for Internal Customers: Events

48 February Self-service for Internal Customers: Database

49 February Self-service for Internal Customers: Human Resources

50 February Staff Expertise Building Confidence, Credibility and Trust

51 February Staff expertise

52 February Staff expertise


Download ppt "February 20021 Best Practices in Advancement Services Customer Service: Benchmarking with the Best Jennifer Houlihan Warwick Loyola Marymount University."

Similar presentations


Ads by Google