Development & Growth
The MBL Masterclass is devoted to guiding the next generation of customer service professionals in mastering the art of excellence across a diverse range of industries.
Tailored for luxury brands, businesses, customer service industries, hospitality, and more, our comprehensive program covers ten categories, encompassing all the soft skills required for the discerning luxury customer service market.
Our training delves into the intricacies of building strong relationships with customers, fostering executive presence, refining business etiquette, honing leadership abilities, and perfecting customer service and communication skills.
With a keen focus on personal development and professional growth, our Masterclass equips participants with the tools to deliver unparalleled service, setting new standards of excellence in the world of luxury customer care.
True luxury is not about excess; it's an essence, an experience, a way of life. It is the canvas upon which dreams are woven, where every touch, every scent, and every sight tells a story of opulence and grace.
Our signature Luxury Masterclass includes the following sections in detail:
The Essence of Luxury
Providing an excellent experience requires not only an outstanding product, but also premium and unforgettable service. The ability to adapt to expectations and provide unique experiences to each and every customer is the bedrock of luxury service. This first section decodes the Essence of Luxury.
Customer Service Excellence
The nurturing of positive customer relationships is crucial to survival in today’s competitive marketplace. Customer care is not just about dealing with customers who are unhappy with a service. It is about creating a positive experience whenever dealing with them – delivering consistent perfectionism in every single moment of interaction.
Everything in the universe is cause and effect, and there is always a reason for a person’s behaviour. The skill of handling complaints is in empathetically looking after the ‘human’ element to determine the underlying emotion driving the behaviour. Nurturing the ability to respond confidently, calmly, and professionally, when dealing with complaints, is the core of this section.
In the distinctly competitive luxury market, what comes to define the output of a business is brand delivery. Much like branding is a crucial part of a company’s marketing strategy, distinctive personal branding is just as important to anyone operating in, or employed in the high-end luxury market. Our Personal Branding course will empower your team to deliver brand values in every single interaction they make.
Aesthetic Intelligence – a deep exploration that unveils the artistry behind luxury services and products, is more prominent in business now than ever before. The MBL course on Aesthetic Intelligence will elevate your brand’s offerings by infusing every touchpoint with a symphony of visual and sensory delights, setting new standards of excellence in the world of luxury.
Selling a premium luxury service or product comes with a different set of expectations from the luxury consumer. The essence of luxury is never about needs or wants, but rather always about the energy of desire – great luxury expert understands that they are never just selling a product, they’re selling a lifestyle.
Body Language & Eye Contact
Everything in the universe is cause and effect, and there is always a reason for a person’s behaviour. The skill of handling complaints is in empathetically looking after the ‘human’ element to determine the underlying emotion driving the behaviour.
The Japanese Art of Omotenashi is core to the ethos of MBL and has a close meaning to hospitality, but takes the notion far further than in the Western paradigm. According to Omotenashi one has to put their heart into delivering the most excellent service imaginable. The Omotenashi section of our Masterclass is based on enshrining the understanding that luxury service is always about the one-to-one relationship, and that it differs from situation to situation.
Kodawari - Attention to Detail
We are profoundly influenced by the Kodawari mindset—a philosophy rooted in the Japanese devotion to precision and meticulousness and in this session, we explore the art of elevating luxury through the smallest nuances, drawing inspiration from the Japanese commitment to perfection. Learn how to infuse every interaction, service, and product with the essence of thoughtful consideration.
The near-perfect customer service one finds in Japan is based upon a unique system that must be followed and applied at all times. This system, known as Kata, explains how to achieve customer service standards that are close to perfection – thereby developing applicable skills one needs to deliver a service that always exceeds expectations.