Customer Service Excellence
Date/Time
8/20/2025
8:00 AM - 10:00 AM Eastern
Event Registration
Event Type(s)
Meeting
Event Description
Excellent Customer Service is vital to creating strong relationships with customers and maintaining a positive image as part of the community. Expectations of customer service are changing, new social norms are impacting the way people treat each other, and the prevalence of social media puts us in the spotlight. Providing high quality, interactive customer service training is a positive, impactful step towards improving and continuing a culture of excellent service.

In this session, attendees will learn the basics of customer service for themselves – as a refresher or as new content, this part is helpful – as well as how a Customer Service Excellence training program can be offered for staff and give a boost of energy for your current team.

The training covers a customer service overview and delivery steps for customer care, along with the impact and importance of great customer service, how to work with an upset customer, internal customer service and working as a team, plus staff motivations and the role of attitude in working with customers. Leave this session feeling energized to make a positive impact with your customers and have take-aways to share with your teams.
 
**This session connects with the Civility in the Workplace session in July! Staff naturally provide better customer service and have less burnout when civility in the workplace is first addressed, and strong civility standards are in place. This goes hand-in-hand with customer service. Please plan to attend both sessions if you are able!

Presenter:
Molly Hetrick is a Fundraiser, Consultant, and Trainer who has worked extensively with non-profit organizations, particularly in the fields of recreation, conservation, and public libraries.
Molly holds a Certificate of Fund Raising Management (CFRM) from The Lilly School for Philanthropy and a BS degree in Environmental Education from Penn State University.
Molly is currently the Development Director for the Penns Valley Conservation Association and lead consultant for Molly Hetrick Consulting LLC.
Before joining PVCA, she was the Director of Advancement at the PA Recreation and Parks Society and the Manager of Philanthropy at the Schlow Centre Region Library in State College PA.
Prior to her library work, for 15 years Molly was the Supervisor of a regional nature center in Pennsylvania and was Adjunct Faculty at the Pennsylvania State University in Recreation, Parks & Tourism Management (RPTM). She has been consulting since 2008, first as a Professional Development Trainer with The Meeting Institute in Myrtle Beach and then on her own as ‘Training with Molly’ until she formed her own consulting firm in 2024.
Molly specializes in donor-centered fundraising practices, small shop fundraising, non-profit board and executive training, capital campaign readiness, and back-office techniques that help make fundraising more efficient.
She enjoys one-on-one coaching, including her famous “Pep Talks”, and helping non-profits improve their fundraising in realistic and achievable steps. She also incorporates her years of customer service training into the foundation of successful fundraising in a unique training module.
Molly has combined her natural enjoyment for working with people and her educational background to provide quality development and training sessions to help people advance their professional goals.
Molly currently serves on the Board of the National Association for Park Foundations (NAPF) and the Advisory Committee of the Millbrook Marsh Nature Center. She lives in Central PA with a sassy former feral rescue cat and spends as much time as possible in nature. 

 
Location
Setting: In-Person
Technology Center at Innovation Park - Room 243
200 Innovation Boulevard
State College, PA 16803
UNITED STATES

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Contact Person
Becca Petitt
(phone: 8148636007)
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