The Customer service opportunity provides the foundation for quality watch customer service management focusing both on technical knowledge (understanding the different service interventions and how to manage these) and client communication. The training ends with practical cases and role plays.
Customer Service Opportunity
Type
Customer-oriented
Synopsis
Objectives
The objective of the Customer service opportunity is to develop the participants’ skills and behaviors to offer excellent customer care, acquiring the necessary technical knowledge and soft skills to manage efficiently Customer Service, specifically for staff in customer facing or customer support roles.
Length
The Customer service opportunity lasts 1 day.
The Fondation de la Haute Horlogerie
Mission and partner brands
Watch
Definition and terminology
The mechanical movement
The 6 organs
Defining Customer Service
The need for Customer Service
Customer Service is an opportunity
ncrease sales through customer service
Why service watches?
The different service operations
The complete service
Step by step presentation
Partial maintenance services
Straps and bracelets
Battery replacement
Magnetism
Water resistance
Certificates
Restauration
The art of bringing back to the watch to its former glory
Organization and processes
Process flow
Lead-time
Pricing
Warranty
Quotation
Pre-sale service
Proactivity and professionalism
The Customer Service Ceremony
The welcoming
Active listening – understanding the client needs
The discovery and presentation
Registration
The retrieving
Follow-up
Effective communication
Do’s and don’ts
Sales advice
Maintenance and care
Allergies
Watch use and handling
Box and papers
Practical cases
Role-plays
