Customer Service in the Public & Non-Profit Sector

Your clients are your customers.

Businesses call them customers and non-profits call them clients, but the techniques of meeting and exceeding customer expectations are the same. Employees are expected to be courteous, helpful and friendly in any organization, but non-profits have more types of people to please.

Customer Expectations

Donors, volunteers and clients are all non-profit customers, since they all contribute to and expect something from the agency. Donors trust the agency to use their contributions to achieve a positive impact, while volunteers expect to do meaningful work and to be appreciated for it. Clients seeking assistance may be uncomfortable and defensive; courtesy and respect can help put them at ease.

Customer Service Techniques

The golden rule applies to customer service: Treat others as you want to be treated. Staff and volunteers should smile and greet customers courteously, listen attentively and respond appropriately. The agency should develop procedures for handling complaints that promote quick and courteous resolution of conflicts, and staff and volunteers should be trained in following these procedures.

Benefits

The success of a non-profit agency depends on its reputation in the community. Customers can enhance or damage this reputation, depending on their level of satisfaction with the service they receive. Meeting and exceeding the expectations of donors, volunteers and clients ultimately results in increased donations of financial and human resources to the agency.

References

• Free Management Library: Customer Service
• Resources for Entrepreneurs: Customer Service Advice
• Wyoming Library Foundation: Fundraising Requires Customer Service

Resources

• Small Business Administration: Customer Service