During his third visit to the region, following a guest speaker appearance at the 2018 National Volunteering Conference in Sydney, Mr Jackson was engaging, entertaining and focused on the volunteer experience, including discussions on first impressions, communication and how simply increasing volunteer numbers may not always be the best solution.
In the morning session titled “Customer service and volunteering”, which attracted a crowd of 17, Mr Jackson explored the importance of good customer service in volunteer programs, and what coordinators can do to improve the service their organisation provides.
“Whether we like it or not, our societies are increasingly consumer-driven and we all now have higher expectations of our interactions with business and service providers than we did a decade ago,” Mr Jackson said.
“We expect fast responses to questions, speedy delivery of purchases and a high standard of professionalism in our dealing with others; volunteering is not immune to this,” he said.
“As the old cliché goes ‘you only have one chance to make a good impression.”
Attending the session, Centre for Participation Project Worker Kylie Zanker said she found Mr Jackson to be “engaging, entertaining and focused on the volunteer experience”.
“I particularly enjoyed the group work and discussion around the most effective and engaging customer service strategies for volunteers within an organisation,” she said.