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Nonprofit University

PRO 240 | People First: Nonprofit Service Delivery

What does “good customer service” look like in your program? What formal policies and procedures are in place to ensure safe, effective operations? How do you recognize and replicate successes, while identifying, mitigating, and preventing challenges?
Regardless of your program’s focus area within the broader nonprofit sector, by legal definition your ultimate goal is public good. We serve people, and as such we hold ourselves to high standards. How well those standards are documented and disseminated, however, is often another matter. In this course you will address the above questions, considering how to keep the running of your program focused on (and, sometimes, out of the way of) serving your clients.


  • Principles of good customer service
  • Policies and procedures
  • Designing processes
  • Using tools for workplace collaboration


At the end of this course, you will be able to…
  • Give examples of good customer service at various points in a client’s lifecycle with your program, especially at intake, internal and external referrals, and closeout.
  • Recognize the formal and informal processes and systems that support your program’s operations.
  • Identify opportunities for implementing, revising, or replacing processes and systems, whether existing or absent, toward greater program effectiveness.


Primarily intended for program coordinators and managers with less than five years of experience in program management, and oversight of one program with one or two funding sources and a small team (typically fewer than five staff and volunteers).


“I AM Tracey Knight”. Woman. Servant. Teacher. Mentor. A Powerful Feminine Leader. My purpose, as a Self-Mastery Coach, is to help men and women stretch their vision beyond the life they have, to achieve the life they want.”

Coach Tracey Knight is an accomplished trainer, speaker, and certified life, career and personal empowerment coach. She leverages more than 25 years of experience as an entrepreneur, nonprofit executive and educator to help organizations shift culture and build high performing teams. She has a no-nonsense approach to inspiring her clients to confront and change the beliefs and habit that effect the work environment and prevent them from living an authentic and purpose-driven life.

Her signature Self-Mastery Programs and Bootcamp have been used by men and women, from baby boomers to millennials, as a means of addressing the perpetual fear of never achieving their full potential in the key areas of their life - career, money, relationships and health. Her proprietary 4-stage method to self-mastery teaches individuals how to discover and reprogram the exhausting and self-defeating thoughts and habits that zap time, divert energy and impede success. Her live stream talk show, You Revealed LIVE! also serves as an inspiration to thousands of dedicated viewers who are reminded daily of their innate power to “Take Back, Transform and Win at Their Own Life”.

Tracey’s prominence and success as a change agent is the result of her core belief, “I AM here to heal and serve humanity”. This mantra drives her unrelenting persistence, compassion, and unwavering commitment to pay forward what has been given to her by her mother and life coach, Malane Shani.

Tracey is a native of Cincinnati, Ohio but currently resides in Atlanta, Georgia. She holds a M. Ed. in Education Administration, a B.S. in Mathematics/Education and loves to cook, travel, entertain family and friends and is an avid dancer.


  • December 12, 2019
  • April 30, 2020


9:00 am - 3:00 pm


Georgia Center for Nonprofits
100 Peachtree Street NW
Suite 1500
Atlanta, GA 30303
Get directions

Registration Details

GCN Member: $150
Nonmember: $175

Questions? Contact us at [email protected] or 678-916-3081.

December 12, 2019 

April 30, 2020