“During my first interview, I remember asking what a typical day in Client Services looked like”, remembers Lorenzo, Client Advisor Italy and Spain, who joined the Louis Vuitton Client Services Center in 2018. “I’ll never forget the answer: ‘there is no typical day at Client Services’”.
Over the past few months, the daily lives of nearly 200 employees based at the Louis Vuitton Client Services Center in Brussels, Belgium, have transformed beyond recognition.
“One of my clients is a doctor”, remembers Verena, Client Advisor, Germany and Eastern Europe, who joined the team two years ago. “Working on the front line everyday he decided to stay away from his family. When he reached out to me because of his wife’s birthday asking me to find this amazing piece that could make her happy for one moment, despite everything, I felt vested with a mission beyond delivering the best service possible… My job here was to bring happiness to his family’s situation.”
Supporting 23 different countries within Europe and communicating in 14 official languages, CSC employees reach out every day to clients across multiple platforms. Rapidly innovating to ensure that the client experience remained exceptional, employees worked with retail store teams, e-commerce and warehouse teams to guide clients through an omnichannel experience in order to ensure our client’s needs were met and exceeded during a time when they could not physically visit our stores.
Kamil, Assistant Team Manager France and Benelux recounts how taking time building close relationships with his clients was key during lockdown: “What I love the most about my job is the human connection and in times like these, you are really able to show and see that side of your clients, the genuine human interaction filled with concern obviously, but also hope and care.”
“Our calls are not only about sales, but also about getting to know each other, sharing our experiences and building trust. This is what I love the most in my job: having clients that trust me and feel comfortable with me. Seeing them happy makes me proud of my work”, added Marika, Client Advisor Germany and Eastern Europe. Ricardo, Assistant Team Manager, UK & Nordics, shared the same experience: “Somehow, this gave us the chance to re-connect on different levels. Clients were greeting our advisors asking if they and their loved ones were all in good health. Some of them were also exchanging parental tips since both sides are experiencing home schooling”.
Care has been at the forefront of all communications during this unprecedented time, allowing the Maison to nurture existing relationships and offer a warm and exceptional experience to new clients.
“I experienced different emotions with different clients”, recounts Ariane, Client Advisor Germany and Eastern Europe. “I spoke to clients who were happy to be able to continue ordering, excited that we were still available, and others who needed time to talk about their private lives and their feelings. These kinds of conversations are also part of client service: showing empathy, listening and understanding”.
Whilst the past few months have been full of new challenges, teams have excelled in providing the superior client experience that Louis Vuitton is known for and have demonstrated their ability to build close and long-lasting relationships with their clients. Drawing on their teamwork skills, communication abilities and empathy, they are proof that as we look forwards towards the future, human understanding and business success go hand in hand.