For any business involving contact with others, service has become essential when it comes to winning Clients, satisfying them and retaining their loyalty. We are convinced that in the next 10 years, service will become one of the key differentiation factors among brands.
We at Luxury Attitude will deploy our full range of expertise and know-how to support you in the development of your service excellence.
This is a vital part of the process and it requires a perfect understanding of your brand: its history and background, its identity, the target markets, its vision as well as all of its specific features.
Before taking any action, we will start by observing your brand and the service you deliver from two essential angles: the Client experience and how your teams perceive this. We will complete this preliminary study with data you give us and interviews conducted with your management team and some of your employees.
The outcome of this study and the interviews will be used for both the design of your staff training programme and the creation of your service design and service signatures. These signatures will be the basis of the new service experience delivered to your Clients, conveyed and embodied by your teams.
Paying special attention to the design of your products and your stores is of course essential, but these days it’s not enough to make you stand out from the competition and dazzle your Clients. Two key questions:
What kind of emotional experience would you like to offer your Clients?
What would you like your Clients to say after visiting your store or staying in your establishment?
This service design will instil strong emotional value into your service. This means that your brand promise will be perceived by your Clients through contact with your employees – the true ambassadors of your brand.
Defined by service values in perfect harmony with your identity and conveyed by the human dimension of each of your employees, this design is the key to service excellence that will further enhance the quality of your brand experience and delight your Clients.
Your service signatures will comprise the words to express it, actions to achieve it and special extra touches specific to your brand, to your world and your core business. They will remain etched in your customers’ memories at those key moments – what we call “moments of truth” – in the Client relation.
Your Clients will have the pleasure of experiencing these service signatures, of making a true emotional connection, when they come into contact with your teams and through the experiences they share with them.
This manual will become a daily tool for your teams, enabling your managers to drive your service excellence and to ensure the successful implementation of your new service experience towards your Clients.
It will therefore contribute to making your brand and your service a unique and unforgettable experience for each and every one of your Clients.
Because the application of the true human dimension is one of the key levers of service, clearly it is the managers who will transmit this to the other employees. Their role will need to be adjusted so that they become “manager-coaches”. Indeed, these managers will be the ones motivating and guiding their teams in their quest for service excellence.
And yet managers tend to focus more on the professional dimension and less on the human and aesthetic dimensions. “How can you be a motivating leader on a daily basis, while at the same time respecting the service values of your brand?” This is the question that will be at the heart of the learning process during these two days of training.
This is also the phrase that will enable a managerial action plan to be drawn up. This plan will provide the answer to the following question: “How can I, in my role as manager, drive and sustain the momentum of service excellence?”
Based on the commitments made during the creation of your service design – the drivers – this two-day training aims at making your employees true brand ambassadors. Firstly by developing their human and aesthetic dimensions, then by developing a solid, closely-knit team, all working towards a common objective: service excellence.
First and foremost, this training will focus on discovering service in the luxury business so that each employee can identify the profile and the expectations of your Clients and then understand and assess the motivations behind a purchase in this very specific market.
Following this, using an approach combining theory and practice, in keeping with their everyday activity, your team members will be encouraged to reflect upon and share their own perception of service. This will make them aware of their own influence on their Client’s satisfaction and delight, whatever their business and whatever their jobs.
We create and implement assessment tools which enable you and your quality team, to obtain accurate, reliable and practical insight into Client perception of your after-sales service.
Today the key criteria of quality audits tend to focus on the technical aspects – Has the task been carried out? This is part of the professional dimension. What we do is include measurement criteria that are more focused on the human and aesthetic dimensions – How was the mission carried out? We also focus on the successful delivery of your service ceremonial.
Luxury Attitude will assist you in the creation and implementation of your HR tools. The aim is to facilitate and consolidate the flawless implementation of your service culture by your employees “in action” in a sales or service situation.
These additional tools will be specially designed to meet the requirements of the profile and specific features and profile of your brand and your activity.
Instructional / training videos showing the gestures, the vocabulary and the attitudes to adopt for each key stage of the Client service process. These films will be particularly useful for Managers when training or coaching new employees.
Creating coaching grids: these will be designed after coaching your managers and will serve as an assessment tool for the ceremony of service.
Reviewing job profiles
by integrating the human and aesthetic service dimensions. These tools will make it possible to draw up a standard job description for any employee who has the opportunity to represent and promote the service values of your brand.
These in-house coaching sessions can be organised a few weeks or several months after the initial training. They will be organised for the managers and their teams, in their real working environment. The objective is to help your employees implement this new Client experience, fully respecting the environment and taking into account any on-site constraints.
Employees, who are assisted and guided in the implementation of the service signatures;
At the end of the day’s training, managers are coached in the use of managerial tools chosen for each specific working environment, team profile and Client expectations. Post-training, the manager will then guide his or her employees in the successful implementation of service excellence.