Do you really need another audiobook on customer service? There are hundreds you could choose from, and you've probably read at least a dozen. Why should you take advice from a deli with a funny name in Ann Arbor, Michigan? Because the way Zingerman's teaches services is different, better and more successful than the way others do it. Because while most customer-service audiobooks give you philosophy and theory, Zingerman's tells you exactly what to do and exactly how to do it. Because one of Zingerman's founding partners, Ari Weinzweig, has distilled the most important facts about effective customer service into concise and snappy formulas that are easy for you and the people who work with you to remember and use. DISCOVER: * Five elements of the Zingerman's approach. * Three steps of great service. * Five steps to handling customer complaints. * Three ways to measure service. * Five simple hiring tips. Do you really need another audiobook on customer service? Yes! But...

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. (c) AudioFile 2005, Portland, Maine

 

Zingerman's Guide to Giving Great Service by Ari Weinzweig
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