Event Details

Event Details

"The Service Recovery Paradox"

Presented by GPHA Sessions for Success Workshop

 
Ask yourself "if an upset customer approached me would I know how to make the customer forget why they were mad in the first place"?



This highly interactive session will guide you through six steps to successful service recovery and highlight the importance of tone and providing an alternative, rather than saying no.  Role playing scenarios will be incorporated.

Tuesday, March 20, 2018
1:30 -3:30PM

The Windsor Suites
1700 Benjamin Franklin Blvd, Phila., PA 19106

Cost

Member: $45 pp

  Non-Member $65 pp


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About the Trainer


J. Cooperstein Hospitality Consulting, LLC is elevating service excellence one employee at a time.  After having spent a decade as a concierge at both a luxury hotel and a luxury residence, CEO Jamie Cooperstein now passes along her acquired knowledge to employees at a myriad of hospitality businesses.  Jamie uses the principles of AAA “Five Diamond” service, which shaped her career, to educate employees who work behind or supervise those that work at front desk counters, host stands, customer service windows, in lobbies or over the phone. 
 
As a relatable “having done the job herself” facilitator, Jamie has a refreshing delivery and uses a blend of interactive exercises, role playing and team building to coach clients on the necessary components of service excellence.   Managers in customer-facing roles are encouraged to reinforce the skills acquired in training in order to create a culture shift. 

You don't have to be an upscale brand, or have a large budget or team to effortlessly deliver Five Diamond service. Any business can elevate its service delivery with the right attitude and the right tools.  It begins at the top, with upper management having a “customer comes first” mindset that your staff will want to enthusiastically adopt

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