1. Customer service in anonprofit organisationClick to edit Master subtitle style

2. What doesConnecting Up do?Helps nonprofits around Australia to be moreeffectiveProvides programs, services, events andresources to help nonprofits Rosalie Day | Cert IV FLM 3. What is a nonprofit?A non-profit organisation is one that is notoperating for the profit or gain of its individualmembers. Rosalie Day | Cert IV FLM 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. And nonprofits are importantThere may be up to 600 000 in AustraliaThey account for about 4% of GDPThey employ 8% of the workforceThey engage over 4m volunteersThey contribute to community well-being 6. What is a customer?A party that receives orconsumes products (goodsor services) and has theability to choose betweendifferent products andsuppliers.www.businessdictionary.com/definition/customer.htmlThe recipient of a good,service, product, or idea,obtained from a seller,vendor, or supplier for amonetary or other valuableconsideration. 7. Who are our customers?All nonprofit and charity organisations inAustraliaRosalie Day | Cert IV FLM 8. What do we offer them? A variety of productsand services some involve astraightforwardcustomer transaction,while others are morecomplicated 9. DonorTecDiscounted and donated software from major software companies such as Microsoft 10. Annual conferenceCustomers register and pay online 11. EventsWorkshops, seminars, local meetups on topics for nonprofits 12. What do customers want?In a conventional customer relationshipthey want goods or services as promisedin exchange for money 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 themIm talking about information! 14. Why do we provide freeservices?There is a value for us in providing free information services reputation, loyalty, reinforcing our brandInformation services that are free to somecustomers may allow us to developproducts that we can sell to othercustomers 15. InformationNewletters, blogs, articles, tutorials 16. Information - online directories Directory ofAustraliannonprofits &charities SAcommunity communityservicesonline 17. What is an online directory?You know what the White and Yellow Pages areNonprofit 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. This is what it looks like 19. Who are the customers?Nonprofit and charity organisationsGovernment seeking to regulate the nonprofit sectorBusinesses they want to sell goods and services to nonprofitsDonors and philanthropists 20. SAcommunityA public information service for South AustraliaRosalie Day | Cert IV FLM 21. Whats it for?Helps people to find out about services fromgovernment and community organisations thatcan help themHelps people to participate in community lifethrough membership or volunteering 22. Who are SAcommunity customers?SA Government our funding bodyPeople who live in SACommunity service providers in SAOur partner information providers local government & public libraries Rosalie Day | Cert IV FLM 23. In summaryMy organisation has a broad vision and missionOur customer transactions and interactions arediverseWe need to keep learning about andunderstanding our customers so that we canprovide relevant services to them Rosalie Day | Cert IV FLM 24. and dont forgetTry to experience what its like to be one ofyour own customers you might seethings in a new wayRosalie Day | Cert IV FLM