How to Provide Great Customer Service & Experience at Your Organization: Improve Service & Experience to Boost Referrals, Marketing and Program Outcomes
WORKSHOP DESCRIPTION
Clients, community members, families, and customers rely on nonprofit programs and services. Providing excellent customer service is essential for referrals, marketing and program outcomes. Customer service encompasses many aspects, such as how staff greet people at your building or an event, answer the phone and inquiries, respond via email to potential families using services, manage last minute program changes and the user experience on a website to find relevant information. How do you manage your customer support? Do you have a point person or a process? Are you launching or expanding programs and anticipate an influx in customer and community questions and inquiries? This interactive workshop will help your organization reflect on your customer service approach and better understand how to put into practice systems and procedures to improve the customer service process.
Who Should Attend?
All employees who have direct interaction with customers, clients or community members that use your services or programs.
What The Training Will Cover
Understand how to prepare your team to handle difficult situations, last minute changes and/or clients or customers that need additional support when time is limited.
Analyze how to create systems to ensure employees can answer common customer and client questions on the phone, via email or through a chatbot on your website.
Understand how to develop a seamless client or customer experience by breaking down an experience into different segments to determine what aspects need to be improved.
Determine how your organization can assess future referral and word of mouth marketing based on current customers, clients and community members that use your services.
Assess how to more effectively train staff to provide more effective customer service and client experience standards.
REGISTRATION TYPE & FEE
Premier Members
$150
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Members
$225
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Non-Members
$300
Additional Information
All workshops are live & recorded. Registrants receive slides & recordings. It is best to attend live. If you miss the workshop, you can watch the recordings and reach out to the instructor with any questions.
Looking to register 3+ people? Email us at program@nonprofitlearninglab.org to receive $5 off per registration!
Please Note:
We do not offer any other discounts for this training other than the member rate. Upon registration, you will receive a link to participate in the training. Please check your inbox or spam folder.
ABOUT THE TRAINER
This training is led by Dr. Leah Weiner who has a doctorate in education and psychology from Pepperdine University. Leah Weiner is the Founder and CEO of the Nonprofit Learning Lab. Leah’s approach to training focuses on making sure that the information provided helps participants solve a problem or create a solution related to their professional work.
WE OFFER CFRE & CAE CREDITS
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1 hour of training = 1 credit hour
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