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Customer Service Conference

June 19, 2019   |   Wylie Inn & Conference Center

295 Hale Street, Beverly, MA 01915



NEPPA's Customer Service Conference will be held Wednesday, June 19, 2019 at the Wylie Inn and Conference Center (295 Hale Street, Beverly, MA 01915).  


Be sure to nominate your Customer Service rockstars for the Carol A. Tracey Customer Service Award (see below)!  Awards will be presented prior to lunch at the Customer Service Conference.  Nominations are due by Friday, May 24th.


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: Full Strength Leadership by Nanette Hitchcock

In this “Inspire to Action” presentation, Nanette motivates leaders to grow beyond the roles and responsibilities typically assigned to them. Together, we’ll create a new vision of what’s possible, help you live and work with greater intention and purpose, and find ways to let your values drive your decisions. As a full-strength leader, you’ll become more intuitive and in tune with those around you—more able than ever to use your gifts and talents to influence culture, inspire teams and encourage success.


10:15 am    Generations in the Workplace! by Kathleen DelPrete

Review of the different age groups in the workforce, their common experiences, motivations, and communications styles!  We'll also talk about strategies around managing, interacting and bridging generation "gaps" within your work group. and much more!


11:15 am     Customer Service Toolbox: High Usage, Incentive Programs & Community Engagement by Bridget Ashe, Efficiency Vermont


12:00 pm    Awards Ceremony 


12:15 pm    Lunch


1:00 pm      Off-Site Team Building Activity - Salem Trolley Tour

The Salem Trolley is the best way to see Salem and to experience the Witch City’s unique and colorful past.  Since 1982, Salem Trolley has set the standard for sightseeing tours and exceptional transportation north of Boston.  The Salem Trolley provides visitors with a narrated one-hour tour through beautiful and historic Salem. Explore Salem’s witchcraft trials of 1692 or travel beyond the witchcraft hysteria into the fascinating realm of Salem's literary and maritime history.  The eight-mile ride around the city takes you past the Charter Street Burial Ground, the House of the Seven Gables, Witch Dungeon Museum, Salem Witch Museum, the historic waterfront area and other locations, including Chestnut Street considered to be one of the most beautiful streets in America.  Your professional driver and talented local tour guide will entertain you with factual history and interesting tidbits about Salem.  Trolley will pick up and drop off at the conference center.

*Space is limited – you must RSVP!  Participants will be accepted on a first-come, first-served basis.      


3:00 pm      Adjourn



Registration Includes a continental breakfast, Lunch, and attendance to the "Salem Trolley Tour"   


       NEPPA Members: $195 

       Not-Yet-Member:  $295       


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 the Northeast Public Power Association (NEPPA) Customer Service Conference to receive the negotiated rate.  Rooms and rates are held until Wednesday, May 29, 2019.


                                                           Wylie Inn & Conference Center - $149/night + tax
                                                           295 Hale Street
                                                           Beverly, MA 01915
                                                           (978) 867-1800


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 24, 2019.


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! Sponsorship range from $300 - $1000 and have the following benefits:

 cust svc sponsor 2019


 Register sponsor red


 Please submit your sponsorship by Wednesday, June 5, 2019. Click here to download the sponsorship form.



Please contact Wendy Esche at wesche@neppa.org or call the office at (978) 540-2200.


Thank you to our Corporate Sponsors:

Bronze Sponsor:


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