Here's what you need to know...
Tuesdays in June from 1:00-3:00 PM Eastern
June 8, 15, 22, & 29, 2021
The retail landscape is ever-changing!
Whether you're planning to hire and want to set new hires - and the business - up for success, or you want to continue to ensure that you're providing the best possible service to your customers and their changing needs around their retail experience – this Tune-Up is for you!
Discover time-tested and guest-approved tools to raise the retail bar in your business. With learnings and techniques that build from session to session, by the end of these four workshops you'll be re-energized and have a plan of action for retail and team success in 2021.
*After each workshop, our trainers will host a 30-min "office hour" to connect and help troubleshoot or brainstorm anything that's on your mind.
What You'll Learn
- Strong service systems and tools to elevate your customer’s retail experience (in whatever form it takes!)
- Strategies to increase staff confidence, including empowering them to do the right thing and effectively training new and existing employees.
- Connect with other retail businesses and collaborate on strategies for overcoming customer service obstacles.
- Actionable learnings from Zingerman’s front-line retail Managers and Staff.
Great Service from the Start
How we’ve delivered great service has undeniably shifted over the past year with each of us - including customers - now facing challenges and emotions we’ve never contended with before. What helps tremendously is having organizational tools and recipes in place that are flexible enough to deliver a consistently great experience from the moment of a customer’s first contact with us through when they walk out the door with a smile. This session will give you tools and techniques for providing a great customer service experience from start to finish to bring back to your business along with plenty of resources to adapt and put to use right away.
Handling Unhappy Customers
In an ideal world, customers would leave every interaction happy. Since we live in the real world, we know that it doesn't always work that way! Beyond handling complaints and fixing problems, it’s an incredibly useful skill to be able to get on the same side as the customer and do what you can to make things right, even when we’ve done nothing wrong and the customer is still unhappy. In times of increased stress, it’s more important than ever to weave compassion and humanity into each and every interaction - and to be able to manage our energy throughout challenging situations.
Effective On-Shift Training
On-shift training is the primary form of training in most retail businesses - one trainer teaching skill-based information to one or two trainees. Yet many trainers are never taught how to be good trainers or given tools to deliver on the end goal of ALL training - fully-trained, productive employees that help provide a great experience to our customers. Whether an employee is brand new or we’re training existing staff on new ways of doing things, these tools for on-shift training are guaranteed to result in better training for both the trainees and trainers.
Putting it to Work: Zingerman's Staff Panel & Action Planning
As much as we feel like our challenges are unique to us, many of us are face the exact same struggles and frustrations - and service triumphs! In this session, we’re inviting a cross-section of front-line Zingerman’s managers and staff to share how the tools you'll acquire in the three previous sessions have helped Zingerman’s retail businesses work through many of the same challenges you’re facing. You’ll be able to ask questions and get ideas and inspiration from your fellow participants and Zingerman’s staff. We’ll also give you time to work on your own plan of action and think about how to take these tools back to your business so you can leave with a clear, actionable path forward.
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