Service Excellence for Nonprofits
Instructors: Priscilla Turgon & Deborah Williams
Let’s face it: If it weren’t for the customers we serve, nonprofits would not be in business. Nonprofit organizations depend on customers to need the services we provide and customers depend on nonprofits to be highly skilled and knowledgeable in delivering that service. So what will it take for clients, donors, volunteers, and employees to embrace your organization’s mission as well as your day-to-day operations? Service Excellence for Nonprofits will provide a comprehensive approach for supporters at any level to contribute to the organization’s brand while also increasing client satisfaction.
Participants will discover how to:
- Ensure service excellence is an integral part of the organization’s brand
- Use critical skills when delivering service excellence each time someone contacts an important touch point
- Be customer focused as a way of doing business whether internally or externally
- Manage situations when clients are angry or dissatisfied
DANA Members $40; Not a member yet? $80
Validated Parking is available in the Community Service Building garage, 111 W. 11th St.
About the Instructors
Priscilla is the President of Professional Staffing, Employee Training & Development, and has over thirty years experience guiding individuals in achieving professional and personal success.
Priscilla established Professional Staffing in 1979 and has created and facilitated programs in workforce development, leadership development, communication, team building, customer relations, organizational effectiveness, time management, stress management, conflict management, diversity, and employee retention and motivation. Professional Staffing has been recognized for program excellence by the Delaware Department of Labor, Division of Employment and Training and is a recommended training vendor for the State of Delaware.
Priscilla was appointed by the United States Secretary of Veterans Affairs to serve on the Veteran's Advisory Committee on Rehabilitation and has also served on the Governor’s Council on Labor. Priscilla is a member of the Delaware State Chamber of Commerce Small Business Alliance Board of Managers and she is also a co-founder of Pathways to Success, Inc. a non-profit organization that provides a variety of services to at-risk youth and their families.
Deborah has more than 20 years of experience in corporate learning and development. She has extensive experience in designing, developing and implementing enterprise-wide training and education for a range of topics including sales, coaching, customer service and human resource initiatives for a range of organizations including financial services, public utilities, government and non-profit agencies.
Most recently Deborah has been a consultant for the Delaware Department of Labor, Deloitte Consulting, LLP, Professional Staffing Associates and Barclays Bank. She began her learning and development career with AchieveGlobal, a provider of organizational training solutions, as an instructional designer and program manager. Then she joined Columbia Gas System Service Corporation as a Human Resources Training Manager. During her career at M and T Bank (formerly Wilmington Trust) in Wilmington DE, she directed consumer banking training and led a companywide sales training and staff education initiative. She was promoted to Vice President, Learning and Development and Service Quality as the talent development lead while overseeing the service quality component of the company’s call center.
Deborah currently leads the Delaware group within the Greater Philadelphia Chapter of the Association for Talent Development. She serves on the Executive Committee for the Board of the YWCA Delaware.