Dig in further in figure episodes Help others

• People
• Community
• World
• Animals

Use or Learn skill

• Helps Attitude
• Practice skills
• Learn what you like and don’t like
• There are needs that cannot be covered with paid solutions

Story - Learn coaching - Little League

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Anyone

• Children
• Teans
• Young adults
• Adults
• Retirees

Wealth

• Poor
• Middle class
• Rich

Others

• Pet Owners - calm pet can be a healing pet
• Pet Rescues
• Boys and Girls clubs

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• Deal with Who can volunteer, Why Volunteer, how to find volunteer opportunities
• Before that, what is volunteering
• Websters Dictionary: a person who voluntarily undertakes or expresses a willingness to undertake a service: such as one who renders a service 
• freely offering to do something according to Oxford Languages
• No Payment
• No Quid-Pro-Quo
• At work when someone asks for a volunteer to work overtime - Not really
• Examples of volunteering
• Children’s involvement
• Coach for children’s sports 
• Part of children’s music or theater board
• School
• Others
• Food Pantry
• Teaching
• Events

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Whose job is it to keep customers coming back?

• Why is it Customer Service’s job to keep customers coming back?
• Why does it make a difference to have customers return?

Story - Car Smogged Story - Daughter car repair What about non-paying customers?  Why should I worry about having them come back? Story - when everyone notified that I was hired, a cheer Story - Introduced on campus, people knew exactly who I was without even my last name.

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A couple episodes ago I talked about the importance of training customer service staff.  One of the main areas that need to be trained is how to greet customers.

Greeting customers Who is your customer? Why are they contacting you? How to answer the phone

• Smile
• Ask Questions
• LISTEN
• Acknowledge customer issue
• Repeat question to ensure understanding

How to reply to email

• Ensure you UNDERSTAND the issue
• Bullet Points
• Pictures/video/details without being overwhelming
• Encourage them to reach out with questions

How to answer a text/chat/tweet

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Some of these topics feel obvious, this is one of those.  Everyone knows that they should not lie.  Everyone knows that.

As Customer Service staff, your job is to build trust.  If a customer does not trust you, they will question what you ask them to do.

Never lie to the customer nor make them think you did

Story - Going to look at car Ford Maverick - 20k vehicle for 40k Ford Edge - Used - Advertised at 17,000 - 8,000 markup plus additional, told could not go lower.

Call to support about Internet, asked to re-install my computer, got to L2 and told Internet was down in one area.

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What is it about? Why is it important

• Representative
• Customer

Story - Mac that was referred to me and lost a lot of documents.  Could not recover them.

• Contacted me but would not say what they needed help with
• Referred by someone else
• Mac - not a Mac guy - Typically work on Windows
• Deleted files could not recover
• Had someone offer to help then felt abandoned
• Spent money on software and did not see it working
• Finished by offering
• Next Steps
• Possible places to call that might be able to help

Story - Calls about things that we cannot answer

• Identify issue
• See why called this number
• Try to transfer to person who can help rather than call center
• Apologize for having to transfer
• Emphasize regarding run-around

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I asked to interview you for several reasons, but the first is because of the food pantry that you facilitate each month.

• How did you get started with the Food Pantry?
• How has it grown?
• Last Christmas I helped out and we delivered how many turkeys?
• Why is the Food Pantry important?
• Who is it important for?
• Families
• Volunteers
• Community
• What gets handed out by the Food Pantry
• Non-perishable food items
• Perishable food items
• Milk, eggs, meat, bread
• Toys
• What help is needed in Food Pantries?
• When is the help needed?
• Volunteering
• Who can volunteer?
• Wealthy/Poor
• Kids/College age/Adults/Seniors
• Men/women/girls/boys
• How can people find a place to volunteer?
• How often should people volunteer?
• Single Event
• Regularly

Thank you for being willing to be interviewed.

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