Customer Service for Non-Profits

This workshop provides non-profit staff and volunteers with the tools and insights necessary to map the customer journey from initial query through to service delivery and follow-up. It is designed for organisations such as social enterprises or those running work placement schemes who need to provide a professional consistent standard of service delivery to clients and beneficiaries.

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Course Description

This workshop provides non-profit staff and volunteers with the tools and insights necessary to map the customer journey from initial query through to service delivery and follow-up. It is designed for organisations such as social enterprises or those running work placement schemes who need to provide a professional consistent standard of service delivery to clients and beneficiaries.

By the end of the workshop  participants will:

  • Explain the principles and features of good customer service
  • Explain how to map the customer journey and identify points of customer   contact
  • Understand how address customer concerns and complaints when service failures occur
  • Understand how to design practical Standard Operating Procedures for staff training purposes
  • Identify ways to motivate all staff and associates to ensure a culture of good customer service prevails in an organisation

About Instructor

Alice Quinlan

Alice Quinlan

Manager Mobile IT

PGCE (Post Graduate Certificate in Education) Graduate Diploma Advanced Materials BSc Applied Physics Alice has over 10 years’ experience as a trainer and has been the manager of Mobile IT for the past two years. During that time, she has been responsible for organising courses, curriculum design and recruiting and pre-screening for courses, running courses and ensuring sufficient support post course.

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