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

Discover more

Ultimate customer experience *

Duration: half day

  • The customer journey
  • Customer experience vs customer service
  • Crafting perfect moments

Discover more

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

Discover more

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