Better Nonprofit Management Series

Customer Service: Getting It Right Every Time

Tuesday, March 1, 2022
10 a.m. to 12 p.m. eastern, online

Fee: $45

Presented by David Marino

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:

  • How to keep working with a customer when you have to say "no” to them
  • Master the “Rules of Engagement”
  • Turn challenges into opportunities
  • Deliver beyond customer expectations
  • Integrate your customer service practice into company goals

Target Audience

All professionals, from beginner to 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.

As a life-time expert in corporate training, presentation and public speaking, 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 Harvard, MIT, Biogen, AmeriCorps, Blue Cross Blue Shield and TheBoston Public Library.

Learn more »

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

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More information

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