1. February 20021 Best Practices in Advancement Services Customer Service: Benchmarking with the Best Jennifer Houlihan Warwick Loyola Marymount University February 2002

2. 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

3. February 20023 What is Advancement Services? Tier I Biographical updates Gift processing Research Database management and reporting Donor acknowledgement

4. February 20024 Tier II Prospect management Stewardship Gift societies Annual giving* Training * direct marketing (mail and phone)

5. February 20025 Tier III Personnel Facilities Budget Communications Events Scholarships Web Technology Grant writing Board liaison Imaging services Building projects Online alumni directory

6. February 20026 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

7. February 20027 LMU University Relations Services

8. February 20028 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

9. February 20029 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

10. February 200210 How do they do it? The Web

11. February 200211 Communication Its Role in Customer Service

12. February 200212 External Customers

13. February 200213 Communication with External Customers: Who Are We?

14. February 200214 Communication with External Customers: Who Are We?

15. February 200215 Communication with External Customers: Terminology

16. February 200216 Communication with External Customers: Donor Relations

17. February 200217 Communication with External Customers: Donor Relations

18. February 200218 Communication with External Customers: Stewardship

19. February 200219 Communication with External Customers: Stewardship

20. February 200220 Communication with External Customers: HR

21. February 200221 Communication with External Customers: HR

22. February 200222 Internal Customers

23. February 200223 Communication with Internal Customers: Overall Department

24. February 200224 Communication with Internal Customers: Overall Department

25. February 200225 Communication with Internal Customers: Overall Department

26. February 200226 Communication with Internal Customers: Online Newsletter

27. February 200227 Communication with Internal Customers: Policies

28. February 200228 Communication with Internal Customers: Overall Department

29. February 200229 Communication with Internal Customers: Bio/demo Updates

30. February 200230 Communication with Internal Customers: Gift Processing

31. February 200231 Communication with Internal Customers: Database

32. February 200232 Self-Service Tools Empowering Customers and Liberating Staff

33. February 200233 External Customers

34. February 200234 Self-service for External Customers: Bio/demo Updates

35. February 200235 Self-service for External Customers: Bio/demo Updates

36. February 200236 Self-service for External Customers: Help

37. February 200237 Internal Customers

38. February 200238 Self-service for Internal Customers: Research

39. February 200239 Self-service for Internal Customers: Research

40. February 200240 Self-service for Internal Customers: Research

41. February 200241 Self-service for Internal Customers: Research

42. February 200242 Self-service for Internal Customers: Research

43. February 200243 Self-service for Internal Customers: Research

44. February 200244 Self-service for Internal Customers: Moves Management

45. February 200245 Self-service for Internal Customers: Events

46. February 200246 Self-service for Internal Customers: Events

47. February 200247 Self-service for Internal Customers: Events

48. February 200248 Self-service for Internal Customers: Database

49. February 200249 Self-service for Internal Customers: Human Resources

50. February 200250 Staff Expertise Building Confidence, Credibility and Trust

51. February 200251 Staff expertise

52. February 200252 Staff expertise