Dorchester Collection Academy
Ultimate service experience
This series of programmes covers the key elements for providing luxury service to discerning customers. Our programmes are suitable for anyone who has an ambition to deliver world-class service. Each of the ultimate service experience sessions are half day.
Fundamentals of great service *
Duration: half day
- Verbal and non-verbal communications
- Fundamental luxury standards
- Importance of using the customer’s name
- Exceptional welcome and fond farewell
Ultimate customer experience *
Duration: half day
- The customer journey
- Customer experience vs customer service
- Crafting perfect moments
Ultimate customer recovery
Duration: half day
- Dealing with dissatisfied customers
- Spirit of generosity
- Personalised recovery
Understanding luxury service
Duration: half day
- Elements of luxury
- Luxury mind-set
- Moments of luxury
- Your purpose and service
Creating brand ‘you’ *
Duration: half day
- Your personal brand
- Being emotionally intelligent
- Small talk
- Building rapport
Individual sound-bite sessions
Duration: Up 90 minutes
- What’s in a name?
- Make it personal, make it memorable
- The ultimate welcome
- Sense of luxury
- The art of small talk
- Storytelling