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Customer Service: Getting It Right Every Time

Better Nonprofit Management Training Series

Wednesday, June 24, 2020 from 9:00 AM to 12:30 PM (EDT)

Customer Service: Getting It Right Every Time

Ticket Information

Ticket Type Sales End Price Fee Quantity
Customer Service: Getting It Right Every Time Jun 24, 2020 $100.00 $0.00

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Event Details

TSNE MissionWorks' Better Nonprofit Management Training Series runs from October 2019 to June 2020.

Join us this year as we present workshops on essentials issues in nonprofit management such as supervision, financial management, fundraising, communications, and more! We have trained more than 3,000 nonprofit professionals on the skills needed to take the lead in their work and their careers.

Visit for full workshop descriptions and series information:

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 Trainers

 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 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.


Can I register other attendees for a training?

You can register up to 5 colleagues or employees from one organization for each training. However, we ask for important demographic information and dietary restrictions from each attendee. Please make sure each attendee fills out this info prior to the training.


What is the refund policy?

Cancellations must be made via email at least 10 business days prior to the date of the workshop in order to receive a refund (less a $15 processing fee). Email should you need to cancel your registration.


Where are your workshops located?

Unless otherwise noted, all workshops are held at TSNE MissionWorks' NonProfit Center, conveniently located in Downtown Boston at 89 South Street, Boston 02111, near public transportation. For detailed directions, helpful information about visiting the NonProfit Center, and parking options please visit


Are there ID requirements?

You will need valid identification to check in with security at the building's front desk.


Do I have to bring my printed ticket to the event?

No, we will have a list of attendees when you arrive to the NonProfit Center.


Additional Questions?

Contact us at

Have questions about Customer Service: Getting It Right Every Time? Contact Better Nonprofit Management Training Series

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When & Where

The NonProfit Center
89 South Street
East Room
Boston, MA 02111

Wednesday, June 24, 2020 from 9:00 AM to 12:30 PM (EDT)

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