Customer Service Conference

June 13, 2018   |   Portland Marriott at Sable Oaks

200 Sable Oaks Drive, South Portland, ME 04106



NEPPA's Customer Service Conference will be held Wednesday, June 13, 2018 at the Marriott Portland at Sable Oaks (200 Sable Oaks Drive, South Portland, ME 04106).  


Be sure to nominate your Customer Service rockstars for the Carol A. Tracey Customer Service Award (see below)!  Awards will be presented during lunch at the Customer Service Conference.  Nominations are due by Friday, May 25th.


Who Should Attend

Sponsored by NEPPA's Customer Service Subcommittee, the Customer Service Conference is designed for:

  • Business Managers
  • Office Managers
  • Customer Service & Customer Care Managers
  • Customer Service & Customer Care Representatives



The agenda is still being finalized and is therefore subject to change.

8:30 am      Registration & Continental Breakfast

9:00 am      General Session: 7 Secrets of Exceptional Customer Service by Carrie Gendreau, Training Connection

Customer service can mean the difference between a “good” company and an “outstanding” company. This session explores the “secrets” of identifying and delivering customer satisfaction that not only keeps our customers, but delights them with exceptional customer service.

We will:
   •   uncover approaches that make our customers feel important;
   •   transform complaints into valuable customer feedback;
   •   be aware that everyone is significant in providing exceptional customer service;
   •   recognize the value of first impressions;
   •   earn customer trust; and
   •   understand that our customers crave an “experience”.

10:15 am    Defusing & Resolving Difficult Situations by Linda Dillon, Keolis Commuter Services

This session will provide insight on the importance of delivering exceptional service and having a professional dialog with customers. Provide instruction in regards to effectively communicating with difficult customers and defusing difficult situations with Tact, poise and confidence. Discussing working in a professional, safe and pleasant work environment for customers and employees.

11:15 am    Active Shooter Preparedness by Linda Dillon, Keolis Commuter Services

Discussion on why this training is critical for every organization. Provide information on Active Shooter incidents in the U.S. and the profile of an active shooter and good practices for responding when an Active Shooter is in your vicinity. VIDEO presentation of RUN, HIDE, FIGHT.

12:00 pm    Lunch & Awards Ceremony *

1:00 pm      Team Building Exercise at GTFO Escape Room ** 

2:00 pm      Tour & Talk at Cabela's

3:00 pm      Adjourn


* Separate tickets will be sold for the Awards Ceremony Luncheon.  Join us in recognizing outstanding leaders in customer service.


**  Space is limited. Participants will be accepted on a first-come, first-served basis. Attendees will be separated into two groups of 26, working through the Escape Rooms at 1:00 pm and 2:00 pm, respectively.   A concurrent "Tour & Talk" will be held at Cabela's to discuss their customer service philosophy and mission.


Registration includes a continental breakfast, lunch and attendance at the Cabela's Tour & Talk and the Escape Room Team Building Exercise.  Lodging is not included.  Please register early, space is limited for the Escape Room outing.  Participants are accepted on a first-come, first-served basis. 


NEPPA Members: $185

Non-Members: $295 

Awards Luncheon Only: $35



Register now red button  


Sponsorship Opportunities Available!  See below.



Registration fees do not include lodging.  If you need overnight accommodations, please contact the hotel directly to make your reservation.  Be sure to mention Northeast Public Power Association or the NEPPA Customer Service Conference to get the negotiated rate.  Rooms and rates are held until Wednesday, May 23rd.

Portland Marriott at Sable Oaks - $159/night + tax
200 Sable Oaks Drive
South Portland, ME 04106
(207) 871-8000


You may also book online using the Group Code: NPPNPPA at:



Carol A. Tracey Customer Service Award


NEPPA's Carol A. Tracey Customer Service Award recognizes employees of member utilities who deliver outstanding service to their customers, either through sustained, exceptional performance, or by developing new and/or innovative programs to meet customer needs.


To nominate your customer service rockstar, please complete and submit the nomination form or send us an email - it's that easy! Be sure to include your name, including contact information for yourself and your nominee (Company, Job Title, e-mail and phone number) and tell us why your candidate is a great choice.


Award ribbon Click here to submit your nomination!


Nominations are due by Friday, May 25th.

Click here to see past Award Winners (scroll down to the Carol A. Tracey Customer Service Award).




Support NEPPA's Customer Service Conference and be recognized!  Sponsorships range from $300 - $1000 and have the following benefits:

Sponsor Opps


Register sponsor red 


Please submit your sponsorship by Friday, June 1, 2018Click here to download the sponsorship form.



Please contact Sarah Klingler at or call the office at (978) 540-2200.