Tuesday, May 15, 2018

8:00 AM - 8:30 AM - Continental breakfast
8:30 AM - 10:00 AM - Presentation then networking

Living Arts Centre, CN Room
4141 Living Arts Drive
Missisauga, ON L5B 4B8 (map)

AFP Members: $35 + HST
Non-Members: $45 + HST

Peel Region Breakfast Workshop - Service Recovery for the Charitable World

This session will provide information from the for-profit world around service recovery, and apply it to the charitable sector – a sector that often struggles with how to effectively manage outcomes when something goes very wrong for a donor. The session will outline practical, proven strategies used in the corporate sector with application to the charitable sector for responding authentically and transparently to not only address issues of service failure but to develop levels of responsiveness that can turn a disgruntled donor into one of your most loyal lifetime donors.


Contact Dela at or 416-941-9212.

Janice Moro, CFRE, CHRL, MBA

Director, Vision Partners

World Vision

Janice started her career with 15 year’s senior management experience in financial services building best in-class customer service teams delivering tier-one service excellence. Now in her 12th year in a senior fundraising role, Janice is currently Director of Philanthropy with World Vision, leading a team of 20 across an annual national $20M fundraising program for major, planned, corporate, annual, multicultural and Women in Philanthropy giving. Active as a conference speaker and consultant globally, Janice serves as a senior volunteer with the Trillium Foundation of Ontario and Leader Impact. Janice has an MBA, is a CFRE, holds her CHRL designation and has graduate training in marketing, sales and project management.