MOTIVATE PACKAGE

Help your customer-facing employees understand the difference they can make for your customers. Invest in developing their ability to provide premier customer service, while motivating them to be enthusiastic ambassadors for your brand. Participants will leave with actionable steps they can implement immediately.

This package includes the following:

One Mystery “Shopping” Session: Simulating the customer experience while undercover can be an amazingly impactful training tool. A recap report is always included.
The Art of Five Diamond Service Workshop: Teach your customer service employees how to transform the Customer Experience from transactional to personal. Motivate them to see their role as more than just a job, connecting them to the larger purpose of your business or organization.
The Service Recovery Paradox Workshop: In this highly interactive workshop, Jamie will guide you through six steps to successful service recovery and highlight the importance of tone, empathy and providing an alternative, rather than saying no.
Follow-Up Team Building Session: A 30-45 minute activity a few weeks after the second workshop to reinforce and bring to life what was learned previously.

Who It’s Best For

This package best serves companies that employ customer-facing, hourly shift workers. This package is great as part of the on-boarding process for new employees, and the supervisors and managers of hourly shift workers, particularly for companies that are opening their doors for the first time. Additionally, this package is helpful for companies whose service employees have been in their roles for a long time, and need to be re-energized.

What It Achieves

When your employees understand the vital role they play in the success of your company, they can begin to see their jobs as more than just a paycheck, but a career path. By investing in their professional development and helping them to reach higher, you will limit employee turnover, increase morale and ultimately, provide an improved experience for your customers.

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ELEVATE PACKAGE

You already know the importance of Customer Experience. You have educated your employees on how to provide Five Diamond Service, but you want to take things to the next level. In Jamie’s 10 years as a concierge, she learned five things that are essential to customer service excellence, and can confidently say that without these, your company will not thrive.

This package includes the following:

Five Keys to Service Excellence Workshop: Are you proactively engaging your clients or simply reacting to their needs? In this 90-minute or 2-hour session, you will learn how to apply the core concepts of Service Excellence to your unique business.
One Year of Quarterly Reinforcement Sessions: An impactful 30-45 minute deep dive on a topic within the Five Keys to Service Excellence. Jamie will facilitate and dissect an issue of timely relevance to your company, leaving you with ideas for how to reinforce learnings with your team. These can be conducted in-person or over the phone.

Who It’s Best For

Supervisors, managers, decision makers and business owners in all industries.

What It Achieves

Customer service excellence starts at the top of any organization. This package will provide your business with different strategies for how to create deep cultural shifts in your organization, focused around service excellence. The highly customized nature of the reinforcement sessions allows you to brainstorm solutions on the actual challenges and opportunities facing your company at any given time.

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REJUVENATE PACKAGE

If you need to shake up your company culture and rebuild the foundation of your approach to Customer Experience, this package is for you. Perfect as part of a company retreat, our Rejuvenate Package is completely customized to fit the goals you’re looking to achieve.

This package includes the following:

Initial Brainstorm Intensive: 1-2 hour meeting with the leadership team to discuss growth opportunities and goals for your company culture.
Pre-session Activities: “homework” will be provided to attendees prior to their think tank session
Custom Think Tank Session: ½ day or full day workshop designed entirely to address your company’s unique goals and challenges
Post-Session Activities: Resources will be provided to attendees to reinforce learning

Who It’s Best For

Any company that knows they need to improve their Customer Experience, and is looking to make foundational shifts while rewarding and motivating their top service-minded employees. Companies who may have customer-facing professionals who are stuck and may have lost sight of the ultimate purpose of their work.

What It Achieves

This package will help to galvanize your team around a new direction for your Customer Experience. You will leave with a clear path for improving your service culture.

CONTACT JAMIE

ACTIVATE PACKAGE

Are you starting from scratch and looking to add a concierge or customer service element to your business? This is the package that’s all about process; let us handle the job descriptions, schedules, the onboarding paperwork and the standard operating procedures. We will leave you HR-approved and ready to begin serving customers

This package includes the following:

One 1-2 hour information gathering meeting
All necessary paperwork and processes to begin hiring customer service professionals

Who It’s For

Companies in the service/hospitality industry who want to set new employees up for success, or for a new business with a service element.

What It Achieves

This package will provide new hires everything they need to start on the right foot and sets the framework for a company culture of service excellence.

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CONSULTING PACKAGES

“What I found sets J. Cooperstein Hospitality Consulting apart is Jamie’s hands on knowledge of the hospitality industry. She’s worked in the trenches of high-end hotels and condominiums and understands the nuance that makes for gracious, professional service. And all of this is done with an elegant energy. I have Cooperstein on speed dial.”

DAVID A. FINEMAN, CPM

FINEMAN REALTY GROUP, LLC

J. Cooperstein Hospitality Consulting specializes in supporting profound cultural shifts in businesses.

While a workshop can go a long way in inspiring and educating
employees, these deeper shifts require more than a one-off approach. Our consulting packages provide the structure needed to make Customer Experience more than just a buzzword, but an essential part of your organization’s mission.

Motivate Package

Help your customer-facing employees understand the difference they can make for your customers.

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Elevate package

You have educated your employees on how to provide Five Diamond Service; now you want to take things up a level.

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RejuvEnate package

Shake up your company culture and rebuild the foundation of your approach to Customer Experience.

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Activate Package

Let us handle the job descriptions, schedules, the onboarding paperwork and the standard operating procedures.

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Custom Packages

Not seeing something above that seems like a fit? We are happy to customize any program for your team.

Here are some examples that were a huge success:

A Task Force Strategy Meeting on Service Recovery

A Housekeeper Scavenger Hunt

Creating an Internal Customer Service Mantra for a company retreat

Creating a Custom Acrostic Puzzle Using Company Name [click here for an example]

Creating content for a proprietary online training module for new hires

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SEND ME A NOTE

Want to know more about what we do or need a custom solution? Let’s have a conversation!

CONTACT JAMIE

J. COOPERSTEIN HOSPITALITY CONSULTING, LLC

(610) 529-3439

jamie@jcoopconsulting.com

MOTIVATE PACKAGE

ELEVATE PACKAGE

REJUVENATE PACKAGE

ACTIVATE PACKAGE

CONSULTING PACKAGES

Motivate Package

Elevate package

RejuvEnate package

Activate Package

Custom Packages

SEND ME A NOTE

J. COOPERSTEIN HOSPITALITY CONSULTING, LLC

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