The Sustainable Business Network of Massachusetts, Cambridge Local First & Cambridge Trust Company Present: Pathways to Extraordinary Customer Service with the Return of Zing Train!

What: Interactive Training Workshop on Extraordinary Customer Service

Presenters: Paul Saginaw and Katie Frank

Refreshments: Complimentary Continental Breakfast

About Zingerman’s:

If you Googled Zingerman’s Customer Service, you’d mostly find nothing but praise, from the likes of Saveur and Forbes magazines to a plethora of unknown but passionate foodie and business bloggers. Zingerman’s opened in 1982 as a small corner delicatessen with less than 10 employees. Today it is a community of 9 businesses all located in Ann Arbor, MI, with about 700 employees and over 55 million dollars in revenue. Through all of those transformations, they have continued to be widely recognized for treating their customers like royalty. It begs the question – how do they do it? The answer is simple (if not easy) and even better, it is entirely available to you! Zingerman’s has codified their definition of great service and intentionally and consistently teach it to every single employee, customer facing or not, that joins their organization. Zingerman’s “recipes” for great customer service, the 3 Steps to Giving Great Service and 5 Steps to Handling a Customer Complaint, have been taught to businesses and organizations all over the nation. More importantly, they have been adopted or adapted with much success by hospitals, non-profits, retail stores, software companies, restaurants, investment advisers, banks …. and certainly by locally-owned and independent businesses all over the Boston area!