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February 2002 1
Best Practices in Advancement Services
Customer Service:
Benchmarking with the Best
Jennifer Houlihan Warwick
Loyola Marymount University
February 2002
February 2002 2
Participants Georgetown USC Johns Hopkins Stanford Goucher Duke DePauw Michigan State Ohio State UC Davis Columbia Lebanon Valley
St. Michael’s (VT) Houston Baptist Wake Forest University of Washington Oglethorpe Bucknell Hollins Dickinson George Washington Upper Canada College University of South Florida
February 2002 3
What is Advancement Services?Tier I
Biographical updates Gift processing Research Database management and reporting Donor acknowledgement
February 2002 4
Tier II Prospect management Stewardship Gift societies Annual giving* Training
* direct marketing (mail and phone)
February 2002 5
Tier IIIPersonnelFacilitiesBudgetCommunicationsEventsScholarships
Web Technology Grant writing Board liaison Imaging services Building projects Online alumni
directory
February 2002 6
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 2002 7
LMU University Relations Services
Develop m en t Services:B io/Dem o, G ift P rocessin g ,
Datab ase Mg m t an d Rep ortin g ,Ackn ow leg em en ts
Prosp ect Research :Research , P rosp ect
Man ag em en t, Im ag in g
Sp ecial Even ts:Reu n ion s, Ded ication s,
Cam p aig n P rep
O p eration s:Hu m an Resou rces, Facilit ies,
Train in g & Develop m en t,Bu d g et, Recep tion
Don or Relation s:S teward sh ip ,
Sch olarsh ip Man ag em en t
Execu tive D irector
February 2002 8
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 2002 9
Winning CharacteristicsStrong leadership within and above the
departmentClear expectations of performance and
roles of department AND internal customers
Competent, cheerful staff eager to contribute
February 2002 10
How do they do it?
The Web
February 2002 11
Communication
Its Role in Customer Service
February 2002 12
External Customers
February 2002 13
Communication with External Customers: Who Are We?
February 2002 14
Communication with External Customers: Who Are We?
February 2002 15
Communication with External Customers: Terminology
February 2002 16
Communication with External Customers: Donor Relations
February 2002 17
Communication with External Customers: Donor Relations
February 2002 18
Communication with External Customers: Stewardship
February 2002 19
Communication with External Customers: Stewardship
February 2002 20
Communication with External Customers: HR
February 2002 21
Communication with External Customers: HR
February 2002 22
Internal Customers
February 2002 23
Communication with Internal Customers: Overall Department
February 2002 24
Communication with Internal Customers: Overall Department
February 2002 25
Communication with Internal Customers: Overall Department
February 2002 26
Communication with Internal Customers: Online Newsletter
February 2002 27
Communication with Internal Customers: Policies
February 2002 28
Communication with Internal Customers: Overall Department
February 2002 29
Communication with Internal Customers: Bio/demo Updates
February 2002 30
Communication with Internal Customers: Gift Processing
February 2002 31
Communication with Internal Customers: Database
February 2002 32
Self-Service Tools
Empowering Customers and Liberating Staff
February 2002 33
External Customers
February 2002 34
Self-service for External Customers: Bio/demo Updates
February 2002 35
Self-service for External Customers: Bio/demo Updates
February 2002 36
Self-service for External Customers: Help
February 2002 37
Internal Customers
February 2002 38
Self-service for Internal Customers: Research
February 2002 39
Self-service for Internal Customers: Research
February 2002 40
Self-service for Internal Customers: Research
February 2002 41
Self-service for Internal Customers: Research
February 2002 42
Self-service for Internal Customers: Research
February 2002 43
Self-service for Internal Customers: Research
February 2002 44
Self-service for Internal Customers: Moves Management
February 2002 45
Self-service for Internal Customers: Events
February 2002 46
Self-service for Internal Customers: Events
February 2002 47
Self-service for Internal Customers: Events
February 2002 48
Self-service for Internal Customers: Database
February 2002 49
Self-service for Internal Customers: Human Resources
February 2002 50
Staff Expertise
Building Confidence, Credibility and Trust
February 2002 51
Staff expertise
February 2002 52
Staff expertise
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