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Customer Flow for Global Volunteers

To better understand their customer experience, align internal processes, define responsibilities, and develop customer-centric services, Global Volunteer created a customer flow chart mapping out the key stages from a customer's initial contact through completion of a volunteer program. The chart outlines stages such as sign up, application acceptance, pre-departure preparation, the in-country experience, post-program follow up, and a final survey to gather feedback and help with reintegration.

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Melissa Zekma Derradji
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103 views13 pages

Customer Flow for Global Volunteers

To better understand their customer experience, align internal processes, define responsibilities, and develop customer-centric services, Global Volunteer created a customer flow chart mapping out the key stages from a customer's initial contact through completion of a volunteer program. The chart outlines stages such as sign up, application acceptance, pre-departure preparation, the in-country experience, post-program follow up, and a final survey to gather feedback and help with reintegration.

Uploaded by

Melissa Zekma Derradji
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

GLOBAL VOLUNTEER

CUSTOMER
FLOW
WHY DO WE NEED A CUSTOMER FLOW?

• To understand our customer journey


• To align our processes
• To define and divide responsibilities
• To allow synergies between sectors
• To develop customer centric services
CONSIDERATION

SIGN UP
1st Call
Info Session
Application
Acceptance
Contract and Payment
APPROVED
PREPARATION

APPROVED
Expectation Setting
Follow Ups
Nurturing
Documents
OPS
REALIZED
EXPERIENCE

REALIZED
Follow Up with EP
Follow Up with ICX
Standards Tracking
Constant Customer Support
Book Debriefs
FINISHED
EXPERIENCE

FINISHED
Debrief
Final LDA
Exchange Survey
NPS Survey
Reintegration
COMPLETED
GLOBAL VOLUNTEER

CUSTOMER
FLOW

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