Customer Service Conference

June 13, 2018   |   Marriott Portland 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

10:15 am    Difficult Customers by Linda Dillon, Keolis Commuter Services

11:15 am    Situational Awareness & De-escalation by Linda Dillon, Keolis Commuter Services

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 philosphy and mission.


Registration is not yet available for this event.  Please contact Sarah Klingler at to notified as soon as registration opens.  



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.

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


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).




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