The Art of Giving Great Service * Virtual Workshop

Tickets are $15.00 each

Building a Culture of Great Service 

• Teach it: Building a Common Understanding 
• Define it: Zingerman’s Recipes for Great Customer Service 
• 3 Steps to Giving Great Service 
• 5 Steps to Handling Customer Complaints 
• Live it: Everyone’s Role in Great Service 
• Exercise: Role Play 
• Measure it: Zingerman’s Key Service Measures 
• Reward it: Recognition of Service Success Reflection

By the end of this session, participants will be able to: 

1. Explain Zingerman’s approach to customer service and how it can be adapted to work in their library. 
2. Use new tools and techniques, including role-plays, to supplement and reinforce in-house customer service improvement initiatives. 
3. Call upon a network of peers to help get past roadblocks.

The Art of Giving Great Service Workshop

Over its 40-year history, Zingerman’s has been nationally recognized for setting the standard for customer service.  This success comes from having an explicit definition of great customer service and then teaching it in a clear and consistent way to every single employee in the organization, customer-facing or not. You might say they intentionally strive to create an organization-wide culture of great service. 

Zingerman’s approach has been used by a wide variety of businesses and organizations – lawyers, financial planners, dentists, movie theaters, restaurants, food retailers - and yes, dozens of libraries across the country!  In this informal and interactive workshop, ZingTrain will share the time-tested, practical tools of Zingerman’s highly successful and adaptable approach to delivering exemplary customer service.