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Customer Engagement Initiative

New CEI Business Model puts girls and volunteers first!

We're joining with GSUSA and councils across the nation in a new way of engaging and communicating with our awesome volunteers, families, and girl members. We're so excited to share information about our new Customer Engagement Initiative (CEI) with you! CEI is our new way of work and is designed to put girls and volunteers at the center of all we do.

The goal of CEI is to provide better customer service and dynamic technology, to ease the processes of joining our Movement, leading a troop, serving as a volunteer, engaging in programs, receiving information, communicating with colleagues and staff, and more!

How will GSMH make this a reality?

In November 2016, we re-launched this website on a standardized national platform. It includes tools and information you count on, and you can now easily search for and find events and forms. Starting this summer, you will access our new registration and Volunteer Toolkit systems through this site.

In June 2017, we transitioned to Salesforce, a robust and nimble customer data management system. The system is customized for Girl Scouts, and our new ways of work will continue to improve and adapt to meet customer needs. 

The Volunteer Toolkit, now live!, is a simple tool to help volunteers like you lead K-5 troops. Based on troop leader feedback, everything a K-5 troop volunteer needs is rolled into an online organizational, planning, and curriculum tool specifically designed to help leaders communicate and stay organized.

 

In May 2017, we redesigned our staffing structure to create an improved volunteer and membership experience. Under our old staff design your primary contact was a single person, your membership marketing specialist. With our new staff redesign, you have teams of staff in place to get you the answers you need at initial contact. No waiting for one person to be available, we have a team ready and able to give you the information you need. 

Customer Care Team

The Customer Care Team provides general support to members, families, and the community. Their goal is to provide the information you need, when you need it! This team will be your first contact when you have questions.

Girl Experience Team

The Girl Experience Team develops and implements amazing opportunities for girls! This team will oversee council events, outdoor program, resident camp, travel opportunities, product program, and highest awards.

Recruiting Team

The Recruitment Team is responsible for recruitment of girls and adults for membership growth. The Outside Recruitment Team attends open houses, holds recruitment events, and is out in the community spreading the word about Girl Scouts. The Inside Recruitment Team guides girls and adults through the process of becoming Girl Scouts from the point of initial interest to placing girls and adults into troops.

Volunteer Engagement Team

The Volunteer Engagement Team is the direct link for troop leaders! They help you plan your Girl Scout year and provide guidance for leader training, Girl Scout Journeys and badges, troop activities, the Volunteer Toolkit (VTK), and Early Bird membership renewal.

 

Things You Need to Know!

  • You will still be able to use ROSE to register online for 2016-2017 council-sponsored events.
  • After June 1, online membership registration will be available using our new Salesforce system.
  • Starting this summer, you will see a new face at your monthly Service Unit Meetings. Your Volunteer Engagement Specialist will be your primary troop support.
  • You no longer must wait for your Membership Marketing Specialist to get back with you to answer your questions. Our Customer Care team will be your resource for the information you need, either in person, via email, via web, or over the phone.
  • CEI Vocabulary

New office hours & summer hours!

GSMH has adjusted the public service center hours at your Cape Girardeau, Dexter, and Joplin Service Centers. Beginning June 5, these service center and retail shops will be closed to the public on Tuesday and Thursday of each week to provide an improved customer experience. Updating these hours will allow our new customer care team the opportunity to give you their full attention. Staff will be working on these days - attentively waiting for your calls and emails so they can get you the quickest answer possible.

We also know that occasionally there will be times when a visit to the shop or a conversation with a staff person may be needed.  In these instances, if Monday, Wednesday or Friday just won’t work, you will have the opportunity to set up an appointment ahead of time for a Tuesday or Thursday.

Our customer care team’s goal is to answer your questions on the spot! Call us at 877-312-4764 or email us at our new info@girlscoutsmoheartland.org.

Summer office hours (8:00 a.m. to 5:00 p.m. Monday through Thursday, 8:00 a.m. to 11:00 a.m. Friday) will apply Monday, June 5, 2017 through Friday, August 18, 2017. All service center offices and shops, except Springfield, will continue to close for lunch from 1:00 p.m. to 2:00 p.m. Monday through Thursday. 

Check our homepage for special announcements regarding service center closings for staff trainings, meetings, and holidays.