BEGIN:VCALENDAR VERSION:2.0 PRODID:-//Find Local//findlocal.community//EN CALSCALE:GREGORIAN METHOD:PUBLISH BEGIN:VTIMEZONE TZID:America/Detroit BEGIN:DAYLIGHT TZOFFSETFROM:-0500 TZOFFSETTO:-0400 TZNAME:EDT DTSTART:19700308T020000 RRULE:FREQ=YEARLY;BYMONTH=3;BYDAY=2SU END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:-0400 TZOFFSETTO:-0500 TZNAME:EST DTSTART:19701101T020000 RRULE:FREQ=YEARLY;BYMONTH=11;BYDAY=1SU END:STANDARD END:VTIMEZONE BEGIN:VEVENT UID:a25ae55c-9adc-4b79-8380-25291a476359@findlocal.community DTSTAMP:20261015T123144Z DTSTART;TZID=America/Detroit:20261015T040000 DTEND;TZID=America/Detroit:20261015T060000 SUMMARY:“Zingerman's Art of Delivering Exceptional Customer Service” work shop DESCRIPTION:Register for “Zingerman’s Art of Delivering Exceptional Custo mer Service” workshop Please register -- it will help us plan the food. H FC proudly welcomes ZingTrain to host the public workshop\, “Zingerman 's: The Art of Delivering Exceptional Customer Service” on Thursday\, Oc tober 15\, from 5:00 to 7:00 p.m. . Doors will open at 4:30 p.m. in the HFC Small Business and Entrepreneurship Hub (Room E-146) on the first fl oor of the Technology Building (Building E on the main campus). Come to our main campus through the North entrance\, and park in Lot 4 or 5. Ren owned for its gourmet sandwiches\, Zingerman’s Delicatessen was founded in Ann Arbor in 1982 by Paul Saginaw and Ari Weinzweig. The store is now a part of the more expansive Zingerman's Community of Businesses (ZCoB) \, which consists of 11 distinct businesses across the greater Ann Arbo r area. ZingTrain is a branch that teaches the success practices Zingerm an’s created so that others can succeed as well. Jenni Yim of ZingTrain will give a presentation about Zingerman's nationally renowned approach to exceptional customer service\, and how to apply those principles for small businesses and entrepreneurs. Zingerman's customer service stands out because they treat customer service as a full-fledged profession and a craft. Instead of relying on vague catchphrases like "make the custom er happy\," they train every employee using documented\, repeatable\, an d teachable “recipes” for successful interaction. They teach core cultur al frameworks that define their legendary customer experience. Every emp loyee across the ZCoB network is expected to memorize and execute a thre e-step recipe: 1. Find out what the customer wants: Ask open-ended quest ions\, actively listen\, and repeat details back for ultimate clarity. 2 . Get it for them: Deliver it accurately\, politely\, and enthusiastical ly\, while avoiding industry jargon. 3. Go the extra mile: Do something unexpected and unasked for\, which surprises and delights the customer. This includes employees having the autonomy to use their best judgment b ased on their training. This structural micro-behavior removes awkwardne ss and ensures that everyone feels welcome. Zingerman's views customer c omplaints as a gift\, rather than an annoyance. They train staff to reso lve issues using five sequence steps: 1. Acknowledge the issue. 2. Apolo gize authentically. 3. Make it right (often giving employees the freedom to instantly replace or refund items). 4. Thank the customer for the fe edback. 5. Document the situation so the business can learn from the mis take(s). Zingerman’s operates under the 90-5-5 Rule\, which assumes that : Zingerman’s uses this rule to avoid the common misperception that you can simply “hire your way” into great customer service. Because finding only that top 5% is difficult\, businesses need to build an effective st rategy to train the 90%. By tracking employee energy management and cele brating great behavior via “Extra Mile Files” and monthly awards\, Zinge rman’s sustains a workforce that remains highly energized and genuinely empathetic -- leading to a world-class experience in a local setting. Th e “Zingerman’s: The Art of Delivering Exceptional Customer Service” work shop is free and open to the public. We welcome the experienced\, the cu rious\, the open-minded\, and anyone who wants to learn how this approac h has been sustained through 45 years of changes in the world. This work shop applies to anyone who works with people\, not just frontline servic e industry roles. A light dinner will be provided. Please register as so on as you can using the link above\, so we can get an accurate headcount on the food. For questions or more information\, contact MariAnn Apley at 313-317-4136 or mmapley@hfcc.edu. The presentation provided by the sp eaker reflects the speaker's views and opinions. The contents of the pre sentation do not necessarily reflect the views of Henry Ford College or the Board of Trustees in their individual or professional capacities.\n\ nMore info: https://www.hfcc.edu/news/2026/zingermans-art-delivering-exc eptional-customer-service-workshop\n\nhttps://findlocal.community/event/ a25ae55c-9adc-4b79-8380-25291a476359 LOCATION:Henry Ford College\, Dearborn\, MI URL:https://findlocal.community/event/a25ae55c-9adc-4b79-8380-25291a47635 9 STATUS:CONFIRMED SEQUENCE:0 END:VEVENT END:VCALENDAR