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  • NEC 2. OGV Customer Flow

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    Melissa Zekma Derradji
    27 views13 pages
    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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    NEC-2.-OGV-Customer-Flow

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    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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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    27 views13 pages

    NEC 2. OGV Customer Flow

    Uploaded by

    Melissa Zekma Derradji
    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.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 13

    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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