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Customer Service for the Nonprofit in the Social Media Age

Nonprofit organizations need to practice great customer service for their primary customers (those who use their services) as well as their supporting customers (volunteers and donors). If the staff and volunteers working for your mission aren’t practicing quality Customer Service, it’s a turn-off. And with Facebook, You Tube, Twitter and other social media platforms, it’s good communication practice to assure that all people understand that working as staff or volunteer assumes a good attitude when interacting with primary and supporting customers in these media, too.

How do we know when we’re providing “good” Customer Service? When we survey our customers and they respond that they are satisfied. Doing spot surveys of our customers to check in on customer satisfaction is a good idea for nonprofits, as it is for commercial companies.

Some companies use Feedback Loops to learn how they are doing. In the United Kingdon, National Express, a public transport company, invites commuters to text about their experience while they are commuting. This kind of check up tells the company how they are doing.

I suggest that you ask board members how their companies check on Customer Service. Take a few minutes at your next board meeting for a conversation on this topic. Discuss how you might apply the concept at your nonprofit. If you have a communication or public relations committee, and a staff person with responsibility in this area, ask them to do a bit of research on how to go about assessing and improving Customer Service in a 21st Century work environment. Come up with a plan and incorporate it in the performance review process at your workplace in the upcoming year. Assure that it becomes integrated and part of the job.

Taking steps to assure that your primary and supporting customers are satisfied with service at your nonprofit will deliver positive returns.

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