Product Description

Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service.Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles:--Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. --You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. --Employees who are rewarded, respected, and well cared for treat customers the same way.

Product Details

• Amazon Sales Rank: #226133 in Books
• Published on: 2004-12-01
• Released on: 2004-12-01
• Original language: English
• Number of items: 1
• Binding: Hardcover
• 144 pages

From AudioFile
Eighty percent of complaining customers are unhappier AFTER they complain. That's one statistic that surfaces in this short customer service guide from Zingerman's, the feisty food emporium in Ann Arbor, Michigan, which INC. magazine dubbed "the coolest small company in America." There's plenty of advice here and lots of tips on how to treat customers like royalty. For example, the 10-4 rule: Make eye contact within 10 feet of a customer; greet him or her verbally within 4 feet. Author Ari Weinzweig's narration--like Zingerman's signature coffee cake--is warm and homey. But the project also has a few drawbacks: It's fairly short, a third of it is a Q&A with the company's founder, and the charts and action lists are not included. They're available upon request. R.W.S. © AudioFile 2005, Portland, Maine-- Copyright © AudioFile, Portland, Maine

Niche
"Zingerman's Guide reads like a high-powered seminar, with humorous illustrations and quick-reference information."

Saveur
...when it comes to service, few establishments can rival Zingerman's.

Customer Reviews

Customer Service
This is a great read for leading improvement for customer service. You'll keep coming back to it for reference and more ideas.

Best book on Custumer Service
In my opinion this is one of the best books I have ever read addressing customer service. If you want to have a successfull business it would be great to start it with this book as your bible. The information that this book covers is useful in all service businesses not just food service.

Zingerman's Guide DVD available too!
Ari's got a great book. So good that I asked if I could turn the book into DVD training series. Check out Zingerman's (ZingTrain) and look for it there. Get a brownie or corned beef sandwich while you're at it.