February Best Practices in Advancement Services Customer Service: Benchmarking with the Best Jennifer Houlihan Warwick Loyola Marymount University February 2002
2 Participants Georgetown USC Johns Hopkins Stanford Goucher Duke DePauw Michigan State Ohio State UC Davis Columbia Lebanon Valley St. Michaels (VT) Houston Baptist Wake Forest University of Washington Oglethorpe Bucknell Hollins Dickinson George Washington Upper Canada College University of South Florida
February What is Advancement Services? Tier I Biographical updates Gift processing Research Database management and reporting Donor acknowledgement
February Tier II Prospect management Stewardship Gift societies Annual giving* Training * direct marketing (mail and phone)
February Tier III Personnel Facilities Budget Communications Events Scholarships Web Technology Grant writing Board liaison Imaging services Building projects Online alumni directory
February LMU University Relations Services Biographical updates Gift processing Research Database management and reporting Donor acknowledgement Prospect management Stewardship Training Personnel Facilities Budget Events Scholarship management Tech support Imaging services
February LMU University Relations Services
February What does good customer service include? Frequent and consistent communication of policies, procedures, and progress on assigned projects Self-service tools to empower staff and reduce reliance on others Expertise and credibility in niche areas
February Winning Characteristics Strong leadership within and above the department Clear expectations of performance and roles of department AND internal customers Competent, cheerful staff eager to contribute
February How do they do it? The Web
February Communication Its Role in Customer Service
February External Customers
February Communication with External Customers: Who Are We?
February Communication with External Customers: Who Are We?
February Communication with External Customers: Terminology
February Communication with External Customers: Donor Relations
February Communication with External Customers: Donor Relations
February Communication with External Customers: Stewardship
February Communication with External Customers: Stewardship
February Communication with External Customers: HR
February Communication with External Customers: HR
February Internal Customers
February Communication with Internal Customers: Overall Department
February Communication with Internal Customers: Overall Department
February Communication with Internal Customers: Overall Department
February Communication with Internal Customers: Online Newsletter
February Communication with Internal Customers: Policies
February Communication with Internal Customers: Overall Department
February Communication with Internal Customers: Bio/demo Updates
February Communication with Internal Customers: Gift Processing
February Communication with Internal Customers: Database
February Self-Service Tools Empowering Customers and Liberating Staff
February External Customers
February Self-service for External Customers: Bio/demo Updates
February Self-service for External Customers: Bio/demo Updates
February Self-service for External Customers: Help
February Internal Customers
February Self-service for Internal Customers: Research
February Self-service for Internal Customers: Research
February Self-service for Internal Customers: Research
February Self-service for Internal Customers: Research
February Self-service for Internal Customers: Research
February Self-service for Internal Customers: Research
February Self-service for Internal Customers: Moves Management
February Self-service for Internal Customers: Events
February Self-service for Internal Customers: Events
February Self-service for Internal Customers: Events
February Self-service for Internal Customers: Database
February Self-service for Internal Customers: Human Resources
February Staff Expertise Building Confidence, Credibility and Trust
February Staff expertise
February Staff expertise