A Relationship-Centered Approach to Customer Service

A Better Approach to Relationship-Building: Mission-Driven Customer Service (Virtual)

Laurel Westmoreland

  • August 26, 2021
    8:30 am - 12:30 pm EST

Good customer service is the life-blood of your organization. How staff handles internal and external stakeholders directly impacts your nonprofit’s ability to reach goals and achieve organizational success. The key is balancing customer needs with company and departmental expectations while building trusting relationships.

In this four-hour interactive seminar, you’ll build the necessary skills to enhance constituent relationships and communicate for impact, even in the most challenging circumstances. Specifically, you will:

  • Learn the benefits of excellent customer service
  • Understand how the service you provide reflects on your organization’s mission
  • Identify who your customers are — internally and externally
  • Develop techniques for responding to specific customer behaviors
  • Learn how to diffuse angry and abusive customers
  • Learn to turn problems into opportunities for customer satisfaction

The tools and techniques you take away from this course will help frontline leaders, including fundraisers, volunteer coordinators, receptionists and more, provide exceptional service to current and potential donors, participants, volunteers and board members.

Margarita Sarmiento designs and presents customized training and implementation programs for public, non-profit and for-profit organizations. These programs focus on improving both organizational and personal performance.

Margarita has over 25 years of management, training and facilitation experience, encompassing the areas of professional development, team building, leadership, organizational planning, board development, cross cultural communication and diversity. She has worked in corporate management and training with Progressive Companies, Busch Entertainment Corporation and the National Conference for Community & Justice- Tampa Bay, and has been called on to successfully consult and train in a variety of industries. Currently, Margarita serves as a trainer and consultant for numerous companies including the Pascall Company and Skill Path Seminars, as well as working as a personal management coach.

Margarita is a graduate of Florida State University where she received her Bachelor of Arts Degree in Communications. She currently calls Tampa, FL home.


Virtual-August 26, 2021 | 8:30 am-12:30 pm EST

$288.00 Only $69.00 each (when logged in) thanks to the support of our partners and funders

Please note that registration will close at 11:55 pm EST on August 23, 2021.

CFRE Continuing Education Points
Full participation in this program is applicable for 4.0 points in Category 1.B – Education of the CFRE International application for initial certification and/or recertification.

If you need special accommodations to participate in any of our classes or events, please contact us at 813-287-8779.

Multiple Registrant Discount
Receive 10% off each registration after the first (cannot be combined with any other discounts).

NLC/Children’s Board of Hillsborough County No-Show Policy – effective July 1, 2018
Effective July 1, 2018, Children’s Board of Hillsborough County-funded organizations using codes to claim CBHC-funded seats at NLC trainings or events will be responsible for payment of registration and processing fees in the event of a no-show. Please read the full no-show policy here.

Visit the Registration & Payment Policies page for answers to many questions regarding payment, attendance, substitutions, cancellation and refunds.

There may be photographing of the training for use in our marketing materials. If you do not wish to be captured on film, please alert staff when you check in for class. 

*This class is almost sold out!  If you aren’t able to register this time, please do add your name to the waiting list to receive updates about any future offerings as well as any seats that may become available.*

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United States


Zoom details will be provided to registrants about one week prior to the training date.