Teams of 6 and above
This programme is not available to join on an individual basis
Duration
Half Day Programme. Suitable for up to 12 staff members
Overview
Introduction to the concept of luxury to set a foundation for staff
Suitability
Customer facing staff at all levels, including supervisors and managers.
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.
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.
Relationships and 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.
Course Outline
Luxury History
- A short history of luxury
- Core values of luxury service
- The language of luxury
The Luxury Experience
- Non-verbal communication
- Listening vs hearing
- Attention to detail
The Luxury Client
- Defining a luxury customer
- Characteristics of luxury customers
- Creating wow moments