customer service
ATTITUDE
  • Customer Service is a great and powerful Marketing Tool
  • Customer Service allows to reconnect with existing customers
  • Use Customer Service to develop a good relationship with clients by offering an innovative and personalised shopping experience and create loyalty

“Any weakness of a product can be used against the brand, but if we are able to skilfully resolve the issue in a timely manner, then the service becomes an opportunity.”

“The customer’s always right.”

BEHAVIOR
  • Empathy, active listening
  • Smile and maintain an active rather than a passive attitude
  • Adopt the same attitude as during the sale itself, and use positive language
MAINTENANCE, HOW TO WELCOME THE CLIENT

When a customer comes in our boutique for a maintenance we should collect the following information

  • When did you purchase your watch?
  • Check the warranty card or proof of purchase
  • Collect information about the history of the watch, jewellery
  • When was it last serviced?
  • Which services were performed at the time

What is the reason of your visit?

  • Put the customer at ease and allow them to clearly explain their expectations, their needs and their issues
  • Listen, reassure and make the client feel secure in order to win their trust and create loyalty
  • How long has it been since they first noticed the problem and under what circumstances

Provide an aesthetic appreciation and get the necessary information for our customer

What is the condition of the product?

  • Engage in a dialogue and ask the customer regarding the malfunction that has been observed
  • Write down the customer’s complete contact details
  • Devote the necessary time to examine the product
  • Get some information about the wearing conditions (occasions and frequency, sports activities, travel to countries with humid climates, etc.)
  • Evaluate its overall external state and confirm the product condition with the customer
  • Take some photos if necessary/possible
  • Pinpoint the obvious causes to the malfunction and together with the information about the wearing time propose a service accordingly.
  • Record your information and the interventions requested
WHEN RETURNING THE MODEL

When returning the model, significant moment for our customer that should be made special

  • The model must be presented on a tray complete with gloves and a watchmaker’s loupe
  • The nature of the work performed must be presented and explained
  • Detail the different operations done within the service performed
  • Underline the time involved in testing, minimum a week for precision and power reserve.
  • Explain the aesthetical and functional controls done upon the model returned
  • Ensure that our customer is satisfied with our Service
  • Point out that the intervention comes with a twelve-month guarantee on the work performed as well as on the parts that have been replaced
  • Remind the customer about the maintenance recommendations and precautions of use
  • Confirm with customer that all personal information have been registered
REPAIR FOLLOW-UP
  • Remember to follow the status of the repair to keep the customer aware
  • The perception of a good repair is mostly related to the dedication of the sales person giving the correct explanation when the watch is back
  • Use this privileged time to show the new collection and build customer loyalty

The intervention lead times are variable and depend on the following factors:

  • The movement complexity
  • The general condition of the watch
  • The condition of intervention (eg: warranty)
  • The capacity and organisation of the workshop
  • The lead times in the table are expressed in working days and do not take into account the time required for transport
  • For the repair out of warranty, the intervention lead times are calculated from the date of estimate approval to delivery date
WATER RESISTANT

What does it mean if the back of my watch is stamped with "Water Resistant?”

A watch stamped with « Water Resistant » means that it is humidity-protected. It can endure a bit of water splashes from washing your hands or being caught in the rain. However, water resistance does not mean you should swim or shower with your watch on.

Water is the biggest enemy of a watch. If you go swimming or play sports, you should have your watch checked for an accurate reading of its water resistance levels every year. The outside case may look rugged and big, but the movement is very tiny and very delicate.

INTERNATIONAL WARRANTY CARD

Warranty: 2 years or 3 years if the client is registered on the website