1. Customer service in a
nonprofit organisation

2. What does
Connecting Up do?
• Helps nonprofits around Australia to
be more effective
• Provides programs, services, events
and resources to help nonprofits
Rosalie Day | Cert IV FLM

3. What is a nonprofit?
A non-profit organisation is one that
is not operating for the profit or
gain of its individual members.
Rosalie Day | Cert IV FLM

4. Why do we help nonprofits?
Non-profits exist to meet a particular
social need or benefit. Many rely on
government funding and donations.
Public funds are used effectively
and actually result in benefit to the
community.
Rosalie Day | Cert IV FLM

5. And … nonprofits are important
● There may be up to 600 000 in Australia
● They account for about 4% of GDP
● They employ 8% of the workforce
● They engage over 4m volunteers
● They contribute to community well-being

6. What is a customer?
1. A party that receives or
consumes products (goods or
services) and has the ability to
choose between different
products and suppliers.
● www.businessdictionary.com/definition/customer.html
2. The recipient of a good, service,
product, or idea, obtained from
a seller, vendor, or supplier for
a monetary or other valuable
consideration.
● en.wikipedia.org/wiki/Customer

7. Who are our customers?
• All nonprofit and charity
organisations in Australia
Rosalie Day | Cert IV FLM

8. What do we offer them?
A variety of products and
services –
some involve a
straightforward customer
transaction, while others
are more complicated

9. DonorTec
● Discounted and donated software from
major software companies such as
Microsoft

10. Annual conference
● Customers register and pay online

11. Events
● Workshops, seminars, local meetups on
topics for nonprofits

12. What do customers want?
● In a conventional customer relationship
they want goods or services as promised
in exchange for money

13. And when no
money is involved...
● Some of our services are free – because
people want them and need them but
they will not pay for them
● I'm talking about information!

14. Why do we provide free
services?
● There is a value for us in providing free
information services – reputation, loyalty,
reinforcing our brand
● Information services that are free to
some customers may allow us to develop
products that we can sell to other
customers

15. Information
● Newletters, blogs, articles, tutorials

16. Information - online directories
● Directory of
Australian
nonprofits &
charities
● SAcommunity
– community
services
online

17. What is an online directory?
● You know what the White and Yellow
Pages are
● Nonprofit directory – includes only
nonprofits and charities with a basic level
of detail that allows people to contact them
and to understand what they do

18. This is what it looks like

19. Who are the customers?
● Nonprofit and charity organisations
● Government – seeking to regulate the
nonprofit sector
● Businesses – they want to sell goods and
services to nonprofits
● Donors and philanthropists

20. SAcommunity
• A public information service for South
Australia
Rosalie Day | Cert IV FLM

21. What's it for?
Helps people to find out about services
from government and community
organisations that can help them
Helps people to participate in community
life through membership or
volunteering

22. Who are SAcommunity
customers?
1. SA Government – our funding body
2. People who live in SA
3. Community service providers in SA
4. Our partner information providers –
local government & public
libraries
Rosalie Day | Cert IV FLM

23. In summary
My organisation has a broad vision
and mission
Our customer transactions and
interactions are diverse
We need to keep learning about and
understanding our customers so
that we can provide relevant
services to them
Rosalie Day | Cert IV FLM

24. … and don't forget
●
Try to experience what it's like to be one
of your own customers – you might see
things in a new way
Rosalie Day | Cert IV FLM