Customer Relations & Service Flashcards

A donor requests complete anonymity for a major gift to a hospital. During a relationship review, the hospital's development officer inadvertently reveals the donor's identity to the advisor. The advisor should:

Answer: Document the breach and discuss with the donor how they wish to proceed, including whether to address it with the hospital

The donor should be informed and empowered to decide how to respond, with the advisor's role being to support and document rather than act unilaterally.

A CAP professional's client wants to make a transformational gift to a small community organization with limited administrative infrastructure. The advisor's primary responsibility before facilitating the gift is to:

Answer: Conduct capacity due diligence to assess whether the organization can steward a gift of this size

Capacity due diligence protects both the donor's philanthropic intent and the receiving organization from being overwhelmed by a gift it cannot manage.

During a client meeting, a donor reveals they are being pressured by family members to redirect foundation funds toward personal expenses. A CAP advisor should:

Answer: Inform the donor of their legal fiduciary duties and suggest they consult legal counsel

Foundation assets are subject to strict legal restrictions, and the advisor's duty is to educate the donor about fiduciary obligations and recommend appropriate legal counsel.

A long-term philanthropic client begins missing scheduled meetings and is slow to respond to communications. The most professional response is to:

Answer: Reach out with genuine concern and offer flexible alternatives for staying connected

A caring, flexible approach acknowledges that life circumstances change and keeps the door open without creating pressure.

A donor wants to establish a scholarship fund but has very specific eligibility criteria that may limit the pool to a handful of applicants per year. The advisor should:

Answer: Discuss sustainability concerns with the donor and explore whether broader criteria better serve the long-term mission

A transparent conversation about sustainability ensures the fund remains viable and meaningful over time while respecting the donor's underlying intent.

Which approach best demonstrates a CAP professional's commitment to ongoing client education in philanthropy?

Answer: Sharing relevant sector news, research, and emerging giving strategies during regular client interactions

Integrating current knowledge into regular interactions positions the advisor as a trusted, proactive resource rather than a reactive one.

A client expresses dissatisfaction with the grant-making results of their private foundation over the past three years. The CAP advisor's most constructive response is to:

Answer: Acknowledge the concern, review the grant-making strategy together, and co-develop an improvement plan

Collaborative review and shared problem-solving turns dissatisfaction into an opportunity to deepen the partnership and improve outcomes.