winning project management...

The

of

Customer Service

Terri Britt

ART

Good Morning Administrative Champions!

Customer Service

• Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Paramountplus.com

Who are YOUR

Customers?

Students

ParentsEmployers

Co-Workers

Prospective Students

College Board

Donors

ME

OtherState

Agencies

The

of

Customer Service

Terri Britt

ART

3 Volunteers Needed

Attention

• Give eye contact (face the person you are speaking with)• Listen before speaking• Politely rephrase what you heard• Avoid multi-tasking• Silence electronic devices• Be present

Respect

• Acknowledge other’s presence by speaking• Use person’s name (if given)• Use respectful tone of voice• Avoid offensive or inappropriate language• Respect confidences• Avoid multi-tasking• Silence electronic devices• Be present• Follow chain of command• Come to meetings on time and be prepared• Respond to email/voicemail in a timely manner

Time

• Don’t rush your customer• Make yourself available• Volunteer• Avoid checking your watch/phone• Come to meetings on time and be prepared• Avoid overcommitting and/or overbooking your schedule• Be present

ART - Reminders

•Attention•Respect•Time

Questions???

Winning Project Management Patty Samuels

USING TECH TOOLS FOR COLLABORATION

DR. NICK LANGLIE, CCWA

TECHNOLOGY & SOFTWARE SKILLS TOP-NOTCH ADMINISTRATIVE PROFESSIONALS SHOULD NOW POSSESS:

• DESIGN AND LAYOUT SOFTWARE; PUBLISHER, PHOTOSHOP, INDESIGN, ACROBAT

• WEB-BASED TOOLS AND APPS TO STREAMLINE YOUR WORK AND TO COLLABORATE; GOOGLE DRIVE, DROPBOX, TRELLO, TRIPIT, SLACK, ETC.

• CALENDARING; OUTLOOK, GMAIL, FANTASTICAL, WEBEX, GOTOMEETING.

• ADVANCED PROFICIENCY WITH MICROSOFT OFFICE IS NOW A GIVEN.

• KNOWLEDGE OF SOCIAL MEDIA; FACEBOOK, LINKEDIN, TWITTER, INSTAGRAM ANDPINTEREST, TO HELP COMPANIES BUILD THEIR ONLINE REPUTATIONS

• FAMILIARITY WITH DATABASE MANAGEMENT SOFTWARE; ACCESS, FILEMAKER PRO

• EXCELLENT INTERNET RESEARCH CAPABILITIES AND PROJECT MANAGEMENT SKILLS

FANTASTICAL IS A CALENDAR APP THAT LETS YOU USE NATURAL LANGUAGE TO ADD THINGS TO YOUR CALENDAR, AND THE APP

POPULATES THE FIELDS AS YOU TYPE.

TRELLO IS A FREE APP FOR ORGANIZING AND PRIORITIZING TASKS, PROJECTS AND MORE.

SUPER NOTE & AUDIO NOTE 2

HOOTSUITE

• WITH HOOTSUITE, YOU CAN MANAGE YOUR COMPANY'S INSTAGRAM, TWITTER, FACEBOOK, GOOGLE+ AND LINKEDIN ACCOUNTS WITHOUT TOGGLING BACK AND FORTH FROM YOUR PERSONAL ACCOUNT TO THE CORPORATE ACCOUNT, WHICH CAN BE A RECIPE FOR DISASTER.

DOODLE & WHEN IS GOOD

• POLLING SOFTWARE FOR MEETING DATES.

TRIPIT

ONCE YOU MAKE ACCOMMODATIONS, TRIPIT AUTOMATICALLY CREATES A MOBILE ITINERARY FOR THE INDIVIDUAL, AND YOU CAN MAINTAIN MULTIPLE ITINERARIES FOR DIFFERENT PEOPLE AT THE SAME TIME. IF YOU FORWARD ALL OF THE TRAVEL CONFIRMATION EMAILS (HOTEL, CAR, FLIGHT) TO THE TRIPIT APP, IT AUTOMATICALLY ORGANIZES THEM IN ONE PLACE, WHICH MEANS YOU AND THE PERSON YOU'RE PLANNING THE TRIP FOR HAVE EASY ACCESS TO ALL THE TRAVEL INFORMATION.

YOU CAN EVEN ADD DIRECTIONS TO A TRIPIT ITINERARY.

FOLLOWUP.CC

THIS INCREDIBLE TIMESAVING EXTENSION INTEGRATES WITH YOUR INBOX AND MAKES IT POSSIBLE TO SET TIMED REMINDERS ON EACH EMAIL.

YOU CAN ADD AN AUTO FOLLOW-UP EMAIL, SEND EMAILS AT A SPECIFIED DATE AND TIME, TRACK EMAILS AND RECEIVE LIVE NOTIFICATIONS WHEN EMAILS HAVE BEEN OPENED, OR SET FOLLOW-UP TIMES FOR FUTURE DATES/TIMES.

FINAL THOUGHTS

NLANGLIE@CCWA.VCCS.EDU

Skills Based Volunteering and YouHandsOn Greater Richmond

together with the Community Foundation

Vanessa Diamond, Senior VP, Civic InnovationsHolly Gordon, Programs & Operations Manager

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Volunteerism is dropping….. hmmmmmmm

Time and Talent

Needs of our Community

Barriers to Volunteering

Time

Need for flexibility, unable to commit

Costs

Location

Lack of childcare

Type of service (e.g., homeless, seniors, etc.)

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Skills Based Volunteering: What is it?

Skills based volunteerism (SBV) utilizes the skills, experience, talents and education of volunteers and matches them with the needs of nonprofits.

By leveraging all types of knowledge and expertise, SBV helps build and sustain nonprofits’ capacity to achieve their missions successfully.

Individual volunteers may offer their particular expertise to a nonprofit OR

Corporate SBV: employee volunteers working on projects for a nonprofit through a structured program developed and managed by their employer

Understanding the Spectrum

Taproot Foundation, 2008.

Nonprofit Needs

Types of Support

Examples of Common Activities

The Business Benefits…Human Resources

• 67% prefer to work for socially responsible companies.

• 88% of companies said SBV has a positive impact on managerial skills

Innovation

• Skills-based projects can help foster a climate of innovation, result in new or improved products, and/or expand into new markets

• 88% of companies said skill-based volunteering has a positive impact on relationship management, status reporting and encouraging diverse points of view.

Bottom Line

• By creating an employee volunteer program, companies can improve revenue by more than $2M and reduce costs by almost $400,000 for every 1,000 employees.

• Corporate responsibility enhances the commitment and engagement of employees, reducing turnover as much as 50%.

This Photo by Unknown Author is licensed under CC BY-NC

The Community Benefits…

• Provides a skilled and talented volunteer pool• Raises awareness of critical community needs• Builds infrastructure and capacity of nonprofit and

improves effectiveness, efficiency and reach• Offers direct cost savings• Creates quantifiable social impact• For nonprofits and communities, the value of skilled

support (general ops, tech and professional services) can be 500% greater than the value of traditional volunteering.

This Photo by Unknown Author is licensed under CC BY-SA

But the Employees are the Real Winners…How skills-based volunteering can boost careers:

• Broadening Skills• Building Character• Personal Benefits

This Photo by Unknown Author is licensed under CC BY

A new look at employee

development…

”Adults often develop new capabilities through action-based learning, which includes challenging assignments, shared experiences, and role models. What better laboratory than a nonprofit that needs sophisticated business counsel, coupled with high-potential employee with passion for a cause?”

- Anne Taylor, vice chairman and regional managing partner of Deloitte

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Social and Human Capital: Get a BOOST for your career