Better Nonprofit Management Series

Customer Service: Getting It Right Every Time

Thursday, February 13, 2020
9:00 AM to 12:30 PM
Presented by David Marino

Fee: $100 (half-day). If you are a student or from an organization with a budget under $500,000, contact us about discounts at trainings@tsne.org.

Workshop Description

Everyone knows how to say “please” and “thank you.” What organizations really need is an employee standard that will exceed their client’s expectations every time. Using the principles of improvisational theater — presentation, positivity, and “making offers” — you can build a robust and successful customer service program that is easy for your employees to follow and create a friendly and memorable experience for your clientele.

Learning Objectives

Through this innovative and highly participatory workshop designed for customer service representatives of all industries and experience levels, you will learn to:

  • Say yes when you mean no
  • Master the “Rules of Engagement”
  • Turn challenges into opportunities
  • Deliver beyond customer expectations
  • Integrate your customer service practice into company goals

Target Audience

For anyone who would like to feel more comfortable in front of a crowd: teachers, supervisors, managers, client facing staff, executive directors and other business leaders. It’s a foundation for beginners and brush up for the expert.

About the Trainer

David Marino has been coaching industry leaders in transformative communication for over 25 years. Using creative and dynamic presentation techniques from scripted and improvisational theater, he engages with individuals, non-profit and for-profit companies to create inspiring and interactive leadership practices that demonstrate powerful and effective communication strategies.

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As a corporate trainer and presentation and public speaking instructor, he has worked with executives, managers, and staff all over the world to help them find their strongest voice and deliver their message with confidence and style. From his home in Boston, he has worked with many of the world’s most prestigious organizations including The Boston Globe, The Boston Public Library, the Peabody Essex Museum, and the Massachusetts Institute of Technology.

In addition to individual coaching, he has shared his skills and experience with financial institutions, hotel industries, museums, theaters, research laboratories, non-profit charities, retail companies, and environmental conservation organizations. A sample list of clients includes Ocean Spray, the Association of Children’s Museums, MassAudubon, edX, Harvard Business School, and the Union of Concerned Scientists.

He studied drama at the Cecil Sharp House School of Theater in London, and has been directing, performing, writing, and producing theater around the country since 1990. He has worked with several Second City improvisational theater legends such as Mick Napier, Susan Messing, Joe Bill, Zach Ward and Keith Johnstone.

David has been an executive coach at ImprovBoston, in Cambridge Massachusetts, for over 15 years. He has been affiliated with Peter Bubriski Associates since 2006, where he collaborated on creating executive management workshops for UBS in London, Hong Kong, and New York City.

Registration

We limit groups and organizations to 5 seats per workshop. If you would like to have more people take one of our workshops, email trainings@tsne.org to learn about customized training offerings.

Register here.

Location

Unless otherwise noted, all workshops are held at the NonProfit Center in the 2nd Floor Community Conference Center, conveniently located in Downtown Boston at 89 South Street, Boston 02111 near South Station. Get directions.

More information

To learn more, read the Better Nonprofit Management series FAQ.