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CUSTOMER SERVICE COMMITMENT
Silicon Valley Community Foundation is committed to world-class customer service to all constituents. For community foundation employees, this commitment means each one of us will:
- Embrace the community foundation's values of collaboration, diversity, inclusiveness, innovation, integrity, public accountability, respect and responsiveness
- Create an inviting and customer-friendly atmosphere
- Offer consistency of service
- Always respect privacy and honor confidentiality
Customer Service
We define our customers as our donors, grantees and grantseekers and other community members with whom we interact during our work. The customer service expectations and behaviors are designed to support positive relationships for all. Positive customer service will enable us to work better together and serve the community.
Communications
In all our communications we will embrace the following values:
- Responsiveness
- Respect
- Confidentiality of donor, grantee and employee information
- Proactive Customer Service
- Conflict Resolution
Behaviors
We will emulate the following behaviors:
- Proactively work to provide a positive experience for constituencies
- Seize every opportunity to provide a positive experience
- Actively listen for opportunities to support constituencies
- Work to set appropriate expectations and meet them
- Appreciate the diversity of our constituencies and their interests
- Assume the best and give the benefit of the doubt
- Provide responses and contacts that minimize the number of transfers
- Ensure interpersonal and communication skills and appearance reflect professional standards
- Respond within one working day
- Take responsibility for our actions rather than assigning blame to others inside the organization
Association of Fundraising Professionals Code of Ethics
Association of Fundraising Professionals Donor Bill of Rights
Appearance Standards
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