This program will enable learners to acquire the adequate tools and skills to succeed in customer-facing roles by covering key aspects such as communication, problem-solving, customer relationship management (CRM), sales process and principles of marketing.
Through the modules, this will enhance your customer service expertise.
During this learning experience, learners will work on the following topics:
- Luxury Attitude
- Customer service principles: understanding the basic of customer service, the importance of customer satisfaction and retention, role of customer service in business success
- Professionalism and ethics : understanding ethical issues in customer service, maintaining professionalism in various situation
- Problem-solving and complaint resolution: strategies for addressing and resolving customer complaints, techniques for problem-solving under pressure
- Culture awareness
- Sales and upselling techniques
- Communication skills
During the educational program, candidates will work on the following topics:
- Key Success factors in the Luxury Industry
- Organise and deliver customer service: different ways of segmenting customer groups, analyse the customer journey, identify customers’ needs and expectations
- Understand the customer service environment: technique to identify service failures, relationship between customer service and a brand
- Resolve customers’ problems: how to use the resolution of customers’ problems to improve service/ products
- Negotiation techniques
- Principles of business
- Understand sales and basic marketing
These bridge programs will enable learners to :
- Direct access to first year bachelor degree at Escoffier in Luxury Marketing Management
- Enhance their employability skills.
