Time: 1:00-4:00 PM 


Location: Michigan First Credit Union, 

27000 Evergreen Road Lathrup Village, MI 48076



Zingerman’s has set the standard for great customer service in the specialty foods industry. This success has come from combining an innovative service philosophy with practical working systems, all of which ZingTrain will share in this workshop. Zingerman’s approach has been successfully applied in a wide variety of businesses and non-profits that are committed to improving the quality of their customer service, including specialty food and other retailers, banks, insurance agencies, health care providers, museums, schools, and libraries.

This program will teach participants:

  • Building a Culture of Great Service
  • Why Give Great Service?
  • Zingerman’s Vision of Great Customer Service
    • 3 Steps to Giving Great Service
    • 5 Steps to Handling Customer Complaints
  • Living Great Service
  • Measuring and Rewarding Great Service

Joanie H from Zing Train

Speaker: Joanie Hales

Manager, Zingerman’s Roadhouse


     Joanie Hales was born and raised in Southeast Michigan. She began working in the service industry shortly after graduation and has a degree in Hospitality Management. She started at Zingerman’s Roadhouse in 2003, working as a server on the first day that the Roadhouse opened for business. Since that time, she has been involved in all aspects of the front of the house. She currently manages a staff of 60 as the Roadhouse Front of the House Manager and Events Manager.


     Joanie has a passion for teaching and service. She teaches Zingerman’s internal Art of Giving Great Service, Art of Giving Great Service over the Phone, and Welcome to the Front of the House at the Roadhouse. She is the Roadhouse representative to the Training Engineers, the committee responsible for training at Zingerman’s Community of Businesses (ZCoB.) Externally, she has taught a semester of Food Service Management at Washtenaw Community College. Joanie’s service leadership is recognized throughout the ZCoB and she was honored in 2007 with the first annual Zingerman’s Hall of Fame Award for External Service.


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