The Art of Giving Great Service on the Phone

Our tried and true Service Recipes, now applied to service on the phone!

We think it is a pretty safe bet to assume that you conducted some form of business on your phone within the last 60 minutes. It would probably also be safe to say that you've received mediocre, if not downright terrible, service on the phone within the last 60 days!

Given the frequency with which business is conducted over the phone, it's surprising that great customer service on the phone is such a rare thing. The good news is that if your organization does phone service well, it can really set you apart!

In this workshop, we discuss the nuances of applying Zingerman's 3 Steps to Giving Great Service and 5 Steps to Effectively Handling a Customer Complaint to customer service delivered over the phone. You'll leave with tips and techniques that we've practiced and polished over the years at Zingerman's Mail Order - where they do half of their annual sales in the month of December! You'll even have the opportunity to practice your new found skills on our very high tech banana-phones!


Our training facility is located HERE - in the heart of Zingerman’s Southside campus, just a scone’s throw away from the retail locations of Zingerman’s Bakehouse, Zingerman’s Creamery, and Zingerman’s Coffee Company.  We don’t actually advocate throwing scones at them, but you can stop by to pick up lunch, a cappuccino, or a half pound of fresh cream cheese after the workshop!

Workshops run from 8 am to noon. We'll have coffee and coffeecake waiting for you from 7:30 am onwards.

Come to this 4-hour workshop to:

  • Hear about Zingerman’s approach to customer service and the nuances of applying it to phone service
  • Practice using a variety of new tools and techniques that you can use to improve the quality of your customers’ phone experience.
  • Work on adapting the Zingerman's approach to phone service in your organization.
  • Develop an action plan for ongoing customer service improvements.