What does “good customer service” look like in your program? What formal policies and procedures are in place to ensure safe, effective operations? How do you recognize and replicate successes, while identifying, mitigating, and preventing challenges?
Regardless of your program’s focus area within the broader nonprofit sector, by legal definition your ultimate goal is public good. We serve people, and as such we hold ourselves to high standards. How well those standards are documented and disseminated, however, is often another matter. In this course you will address the above questions, considering how to keep the running of your program focused on (and, sometimes, out of the way of) serving your clients.
- Principles of good customer service
- Policies and procedures
- Designing processes
- Using tools for workplace collaboration
At the end of this course, you will be able to…
- Give examples of good customer service at various points in a client’s lifecycle with your program, especially at intake, internal and external referrals, and closeout.
- Recognize the formal and informal processes and systems that support your program’s operations.
- Identify opportunities for implementing, revising, or replacing processes and systems, whether existing or absent, toward greater program effectiveness.
Primarily intended for program coordinators and managers with less than five years of experience in program management, and oversight of one program with one or two funding sources and a small team (typically fewer than five staff and volunteers).