Mission-Driven Customer Service

Laurel Westmoreland

  • March 5, 2019
    8:30 am - 12:30 pm EST

March 5, 2019 | 8:30a -12:30p  
Only $69.00 (when logged in) thanks to the support of our partners and funders

Good customer service is the life-blood of your organization. How staff handles both internal and external customers, will directly impact your ability to reach goals and achieve organizational success. The key is balancing customer needs with company and departmental expectations, while building a relationship of trust. This not always easy, but it is a critical component of effective customer service. This 4-hour class focuses on building the skills necessary to communicate professionally–in even the most difficult circumstances, gain respect, and enhance customer relationships.

During the seminar, you will

  • learn the benefits of excellent customer service
  • understand how the service they provide reflects on their organization’s mission
  • identify who their customers are- both 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

These tools and techniques will help frontline staff including leaders, fundraisers, volunteer coordinators, receptionists, and more provide exceptional service to current and potential donors, volunteers, and Board members as well as program participants and media.

With more than 25 years of management and training experience, consultant Margarita Sarmiento shares real-life experience and strategies for handling work interruptions in ways that decrease work stress while maximizing productivity.

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
The Children’s Board of Hillsborough County (CBHC) has asked NLC to reframe our no-show policy for their providers.

Effective July 1, 2018 CBHC-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, and cancellation and refunds.

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Venue Phone: 813-287-8779 or info@nlctb.org

Venue Website:

1408 N Westshore Boulevard, Suite 140, Tampa, Florida, 33607, United States


Towers at Westshore is at the corner of W Laurel Street and N Westshore Boulevard.