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Luxury Customer Service Training Program

The document outlines a training program aimed at enhancing customer service skills for retail employees in the luxury sector, emphasizing the importance of exceeding customer expectations. It highlights key aspects of excellent service, such as attentiveness, effective communication, and relationship building, while also addressing the consequences of poor service. The program includes interactive elements like role plays and storytelling to engage participants and improve their ability to create memorable customer experiences.

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Clement
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38 views3 pages

Luxury Customer Service Training Program

The document outlines a training program aimed at enhancing customer service skills for retail employees in the luxury sector, emphasizing the importance of exceeding customer expectations. It highlights key aspects of excellent service, such as attentiveness, effective communication, and relationship building, while also addressing the consequences of poor service. The program includes interactive elements like role plays and storytelling to engage participants and improve their ability to create memorable customer experiences.

Uploaded by

Clement
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Exceeding Expectations

Selling luxury is about exceeding expectations, delighting and surprising!

In today’s economy, service has become a core competitive advantage.

When consumers are purchasing luxury goods they should be made to feel special and
looked after by staff that are attentive, polished and professional. Consumers of luxury
products, services and brands tend to have higher expectations than those of traditional
consumers.

What does research say about good customer service?

 75 percent of customers are willing to spend more to buy from a company that offers
good customer experiences.

 80 percent of customers will go to a competitor after just one bad experience.

 A good place to start is by understanding what customers expect—speed,


convenience, and friendliness.

This training program is designed to help retail employees gain the skills and confidence they
need to consistently provide excellent customer service, no matter the situation.

Through interactive training, participants will learn what it takes to create a memorable,
positive experience for every customer, from the moment they step into the store until the
moment they leave.

The below outline highlights some of the key learning points. As part of the training
program, we will also modify content as per the learner needs to meet your business
objectives.

Overall the Course Covers:

Meet and greet.

Confident conversation.

Polished language skills.

Attentive Eye for detail.

Correct service etiquette.

Building relationships.

Importance of Self-grooming and confidence.

Multicultural etiquette.

Additional Overview of Content Covered:


Communicate the company vision - Common goal for all - win win for all – why loyalty to the
company will help you

Why excellence is needed in the service industry and how it will personally benefit in an
employees career growth

What is Good Customer service

Active listening

Building trust

Resolving an issue or answering a query with speed

Showing empathy

encouraging feedback

Customer appreciation

Using English sentences to add value

The course will also provide a forum for participants to identify actions that make a
customer experience great and those that create a bad one

We will also offer tips for communicating with different kinds of people

Additionally the course will also cover Role plays on:

1. Listening and effective questioning

2. Clearly and concisely presenting options and solutions

3. Resolving issues with speed and efficiency

Method:

Story telling

Role play

Activity

Motivation

Making every trainee to participate and speak (to understand employee concerns)

Brief Training Program Objectives

Identify key features of excellent customer service


Recognize behaviours and actions that may irritate or offend customers

demonstrate clear and respectful communication with both customers and coworkers

apply effective techniques for managing difficult customers

Suggested format:

One-Day onsite training course

Total number of employees - minimum 15 maximum 25

Number of batches – 2

Fees: INR 2500 per participant per batch

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