Elevating Luxury Customer Support post sales
Building empathetic, relationship-led customer support experiences that strengthen trust and loyalty beyond the point of sale.
Duration: Half-day
Description:
This module is designed for customer service, call centre, e-commerce, and head-office teams who support luxury customers beyond the point of sale. In luxury environments, post-sales interactions play a critical role in shaping trust. Participants learn how to handle enquiries, concerns, and complaints with empathy, professionalism, and emotional intelligence, while maintaining continuity with the brand’s luxury promise. The module also explores how CRM and client history can be used thoughtfully to personalise support, follow up meaningfully, and transform service recovery moments into opportunities for deeper connection.
For:
Luxury Customer service teams, Call centre professionals, E-commerce support teams, CRM and Clienteling support teams, Head-office Service functions
Learning outcome:
Handle customer concerns and complaints with empathy and composure
Respond confidently to irate or emotionally charged situations
Use customer history and CRM insights to personalise support
Deliver consistent, relationship-led follow-up after resolution
Represent luxury brand values through tone, language, and behaviour
Business Impact:
Improved customer satisfaction and trust
More effective complaint resolution and service recovery
Stronger post-sales relationships and loyalty
Greater consistency between frontline and back-office experiences
