Luxury Expert
Foundation Level Programme
Duration
Half-Day
Classroom style training, onsite at client location for upto 20 staff members.
Overview
Introduction to the concept of luxury to set a foundation for staff to provide a luxury customer service experience
Suitability
Customer facing staff at all levels, including supervisors and managers.
Luxury means different things to different people and so it is important that the customer-facing staff providing a luxury experience to affluent or high net worth clients, understand the foundations of what luxury service is and the expectations that come with it.
Paul Russell
Co-founder - Luxury Academy London
Relationships & Engagement
The relationship between the luxury business and the affluent customer is a step beyond the usual service encounter; every customer brings expectations to the business in terms of the service they will receive, but the luxury customers’ expectations are considerably higher.
The Luxury Expert
Providing a true luxury experience requires not only an outstanding product but also an outstanding and unforgettable service experience.
To do this, and to make it look effortless and genuine, your team need to understand the basis and foundation of what luxury is, what the expectations of a luxury consumer are, and to realise that luxury means different things to different people.
The ability to adapt to each customers expectation and provide unique experiences to each one, is the bedrock of what luxury service is.
luxury is different
The world of luxury is a world unto itself, and training on the concepts, procedures, and techniques that govern it are scarce.
The Luxury Expert Half-Day Programme is different; it is delivered by trainers who inherently understand the affluent consumer, their psyche, needs and desires rather than by sales people or past employees of luxury brands, additionally, it is specifically designed for professionals in the luxury sector.
The course covers everything to form the foundation needed to provide luxury experiences to every client.
Course Outline
- A short history of luxury
- Core values of luxury service
- The language of luxury
- Non-verbal communication
- Listening vs hearing
- Attention to detail
- Defining a luxury customer
- Characteristics of luxury customers
- Creating wow moments
Paul Russell is an international luxury trainer and speaker with approaching 20 years of experience working with some of the world’s most recognisable international brands and companies.
Paul is co-founder and managing director of Luxury Academy London which specialises in luxury skills development across the world.
Paul was born and spent his formative years in Mumbai India where he was privately educated by a team of three international tutors until 12 years of age. At twelve he was sent to England to complete his education and A-Levels at boarding school.
Paul holds a BSc, MSc and Doctorate in Workplace Psychology.
Paul regularly features in the media and has been interviewed by Sky, BBC, ITV, Times of London, Daily Mail, Entrepreneur Magazine, Family Office Magazine and Luxurious Magazine.
