Customer Service: Getting It Right Every Time


June 24, 2020
9:00am - 12:30pm


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


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:

  • 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.

Registration fee: 

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

Type of event: 

Partner Events

Learning area: 

Nonprofit Governance


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