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Customer Service for the Luxury Market

Luxury consumers want to feel valued and one-of-a-kind. However, many luxury brands—despite having a luxury product—fall short on elements of the luxury experience. Learn the tactics for creating a luxuriously memorable experience through every word and gesture.

COURSE DESCRIPTION

Do you want to deliver luxurious experiences for your clientele? Do you want to learn the secrets of attitude and etiquette that will elevate your customer service? Don’t miss out on the opportunity to take your service to the next level of luxury.

The global luxury market is booming again with 2023 revenues expected to reach €332 billion, climbing to an estimated €494 billion by 2026. To stand out in a highly competitive market, luxury brands must continue to rethink their customer experience. Luxury consumers want to feel special—from when they first become aware of a certain brand offering to when they interact with it as a new or repeat customer. A luxury brand’s employees serve as its most important ambassadors so their attitudes and behaviours are vital to creating the brand experience. Each detail of an interaction with customers should represent the brand.

This course will enhance your skills by imparting knowledge on the professional, social and behavioural dimensions of etiquette in luxury customer service and guiding you in applying this new understanding in specific practical scenarios. At the end of the course, you’ll have the tools and knowledge to deliver an exceptional customer experience and build luxury brand loyalty.

WHO IS THIS COURSE FOR?

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Business Owners/Managers

who desire to enhance their understanding of the contemporary luxury market and enhance the customer service of their teams.

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Operational Employees

who are seeking to upskill their customer service for luxury-tier clientele.

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Entrepreneurs

who are developing a new luxury business and want to learn how to create a complete customer experience.

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WHAT YOU'LL LEARN

  • How etiquette and attitude play specific, important roles in the luxury market
  • How to analyse the different dimensions of a ‘luxury attitude’
  • How to create a luxury experience
  • How to foster brand loyalty through customer experience
  • How to respond to delicate situations

 

COURSE OUTLINE

This course consists of 
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Learning hours
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Modules
This two-day course comprises 12 hours of instruction spread across 3 modules. Day 1 is dedicated to developing theoretical background while day 2 takes the form of a workshop with applied learning through role-play activities.

Module 1: Etiquette and ‘luxury attitude’ in customer service

  • What do etiquette and ‘luxury attitude’ mean for the customer experience?
  • Understanding the role of etiquette in the luxury brand promise
  • Learning the pillars of luxury: functional value vs. emotional value vs. the luxury experience

Module 2: Understand the different dimensions of etiquette

  • Mastering the different dimensions of etiquette
  • Improving the professional dimension in the luxury industry
  • Understanding the social dimension and the art of customisation in luxury
  • Embodying the behavioural dimension and an attitude attuned to the luxury market

Module 3: Dos and Don’ts of etiquette in customer service

  • How to respond to delicate situations
  • How to create a strong customer relationship and brand loyalty
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Trainer

Dr. Estelle Dinh possesses a very impressive biography for a 30-year-old, with a strong track record across luxury hospitality, wealth management, private banking and other related sectors.

Listed in Forbes Monaco’s 40 Under 40, she is CEO of Attixs Global Collection S.A. and a professor at both the International University of Monaco and Glion Higher Institution of Education in Switzerland. As an academic, she lectures on luxury branding and marketing, luxury services, etiquette, and customer service attitude for the luxury market. A founding member of multiple exclusive private clubs and royal balls under the patronage of European royal families, she’s known for her coaching in international social etiquette and European dining etiquette.

ADMISSION CRITERIA

Our course is designed for ambitious professionals. There are no admission requirements to enroll in this course. You can come from any sector and bring a host of background experiences.

ADMISSION PROCESS

To enroll, choose the desired intake and fill in your personal details. You will receive an email with the payment link. You are accepted in the course only upon receipt of payment.

DEADLINE

We must receive payment at least five days before the start of the course. Late enrollments can be accepted on a case-by-case basis.

COURSE DATE

Choose the date:

To be confirmed

To be confirmed

0
per course

Taught in English

"Ordinary brands communicate in order to sell products to consumers. Luxury brands communicate in to keep the dream alive in the minds of consumers."

- Adriaan Brits

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BANGKOK CAMPUS

Avani+ Riverside Bangkok Hotel
9th Floor, 257 Charoennakorn Road, Samrae, Thonburi
Bangkok 10600, Thailand

Tel: +66 2 365 6355

PATTAYA CAMPUS

Avani Pattaya Resort
218/2-4, Moo 10, Muang Pattaya, Bang Lamung,
Chon Buri 20260, Thailand

CONTACT US:

contactus@aihm.education

© 2024 Asian Institute of Hospitality Management (AIHM) in academic association with Les Roches