E38 Part 2: Treat the Emotion & Overdeliver – Jamie Cooperstein’s 5 Keys to Service Excellence

In Part 2 of this heartwarming and insightful interview, Christine welcomes back hospitality expert and former “Concierge to the Stars” Jamie Cooperstein. Jamie dives into her signature Five Keys to Service Excellence, emphasizing emotional intelligence, empowerment, and overdelivering with grace. You’ll learn actionable ways to elevate guest experiences—whether you're in hotels, healthcare, retail, or beyond.📚 What You'll Learn:Why treating the emotion is the #1 strategy for winning back upset customersJamie’s tried-and-true Five Keys to Service ExcellenceHow to under-promise and overdeliver like a hospitality ninjaA jaw-dropping service win that made Jamie the heroThe power of timely service recovery and the Service Recovery ParadoxWhy hospitality isn’t just for hotels anymore🌟 Jamie’s 5 Keys to Service Excellence:Anticipate NeedsPersonalize the ExperienceUnder-promise & OverdeliverBe EmpoweredTreat the Emotion (Timely Service Recovery)✅ Action Items for Listeners:✅Reflect: Think of a time you skipped “treating the emotion.” How could you have done better?✅Practice Under-promising: In your next email, give yourself a cushion—and then wow them by being early.✅Empower Your Team: Give your staff permission to resolve simple customer issues without a manager.✅Share the Show: Know someone in retail, banking, or healthcare? Send them this episode—they’ll thank you.Connect with Jamie:📍Linkedin - https://www.linkedin.com/in/jamie-cooperstein/📍Instagram - https://www.instagram.com/jcoopconsulting/?hl=enConnect with Christine:📍Website - https://www.thewisepineapple.com/📍Linkedin profile - https://www.linkedin.com/in/christine-trippi-56105311📍Insta link - https://www.instagram.com/the_wise_pineapple/📍YouTube Link - https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/📍Join our FREE Facebook group of hoteliers - https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/📍2/10/25 - 2/21 Doors are open! Join the Crown Society! https://www.thewisepineapple.com/crown