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Customer service and satisfaction

Over the decades, each brand has developed a distinct and unique design identity which makes their products recognisable and desirable. It is this legacy that is entrusted to the current generation of designers to preserve and reinterpret for the customers of today.

A characteristic shared by all our Maisons is a commitment to producing goods of the highest quality. A fundamental responsibility of any company is to ensure that its products are safe to use and dispose of. Watches, items of jewellery, pens and leather goods do not represent any significant health and safety risk; however safe and easy use are integral design considerations for all our products.

For watches, regular servicing and in some instances, repairs will be necessary. We offer a comprehensive after-sales service for all of our products, regardless of age.
Customer satisfaction is based on a range of factors including:

• An appreciation of the look, feel and inherent quality of the product
  
• The appropriateness of the product design for its use
  
• Customer experience in our stores
  
• Our responsiveness in putting things right if things go wrong

Each of our Maisons has comprehensive systems in place to assess levels of customer satisfaction. We get feedback through our stores, our after-sales services, through customer surveys and discussion groups.

Case Study: Vacheron Constantin – After Sales Service

Vacheron Constantin recently celebrated its 250th anniversary. Throughout this time the company has been at the forefront of quality watchmaking. As part of its commitment to its clients, Vacheron Constantin uniquely commits to repair every model made over the last 250 years. The company repairs the oldest and most complicated watches at its Geneva Headquarters with simpler problems managed through a global network of repair centres.

Case Study: Cartier

Cartier has developed a Service Charter for its boutiques which sets out the standards of service that customers should expect and how it will respond to issues that are raised by its clients. The charter is a living document and evolves as Cartier develops new products and services. The charter provides a focus for the company to develop its customer service training covering issues such as managing high density periods. Staff training is tailored to the training needs and customer demographics for individual stores. The company operates a customer satisfaction barometer, monitoring performance on a number of key service indicators.

Case Study: Chloé – investing in customer service

Chloé’s network of boutiques around the world has been growing every year. To support this network, during 2007/08 Chloé recruited a dedicated manager to oversee their approach to client relationship management, develop a loyalty program and implement a customer service policy for the boutiques. Chloé is introducing an after-sales service policy for leather goods. The Maison has also put in place training sessions for its boutique managers. Managers have the opportunity to learn the history and ‘spirit’ of the Maison so that they are able to communicate this to clients wherever in the world they visit a Chloé boutique.