Training: Management Series

Customer Service: Getting It Right Every Time

Thursday, March 9, 2017
9:00 a.m. to 12:30 p.m.

Presented by: David Marino
Fee: $89*

Workshop Description

Everyone knows how to say “please” and “thank you.” What organizations really need is a suite of tools that support the success of their staff while simultaneously exceeding their client’s expectations. Using the main principles of improvisational and traditional theater – presentation, positivity, and “making offers” – you can build a robust customer service program that directly integrates into the core mission of your organization.

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
  •       Advance your mission through integrated customer service practices

Register here.

About the Presenter

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 organizations and for-profit companies to create inspiring and interactive leadership practices that demonstrate powerful and effective communication strategies.

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 Novartis, The Boston Globe, 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 include 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, New York City.

Register here.

* If your organization is a tenant of the NonProfit Center, a TSNE Fiscal Sponsorship project, or an Inclusion Initiative grantee please contact trainings@tsne.org before registering to request a scholarship rate of $25.00. Scholarships are limited, and awarded on a first-come, first-served basis; maximum 1 per organization per workshop.

Location

Unless otherwise noted, all workshops are held at TSNE's NonProfit Center, conveniently located in Downtown Boston at 89 South Street, Boston 02111 near South Station. For detailed directions please visit http://www.nonprofitcenterboston.org/directions