The world’s largest watch group Swiss company Swatch Group Swatch Group Taiwan branch has been deeply cultivating the Taiwan market for more than 20 years, in order to actively root the Taiwan watch market, especially in the emerging area of Taipei City and owns Songshan train Nangang District, where the station and the MRT station meet, has selected a newly completed office building as the foothold of the new office. The introduction of the Swiss headquarters design concept and the establishment of professional equipment-a professional customer service center, Customer Service Center, presents a new look to all lovers and collectors of all brands under the Swatch Group Taiwan branch.
Swatch Group Taiwan has chosen to hold a grand housewarming ceremony and celebration on July 27, 2015. Mr. Kevin Rollenhagen, Greater China and Managing Director of Swatch Group, has taken special time to arrive in Taiwan, and has contacted the Swiss Chamber of Commerce Taipei Office. Mr. Fu Rui Mr. Rolf Frei and Ms. Li Peiqian, General Manager of Swatch Group Taiwan, co-chaired the opening celebration reception. At the same time, under the witness of elite VIPs such as watch industry, department store channel and media industry, Swatch Group The opening of Taiwan Housewarming is shared with everyone. In this new climate, work hard to create a new pattern for Swatch Group Taiwan!
(Right to left) Mr. Kevin Rollenhagen, Managing Director of Greater China and Australia of Swatch Group, Ms. Xu Xuefang, General Manager of Far East Department Store, Ms. Li Peiqian, General Manager of Swatch Group Taiwan, and Furui Mr. Mr. Rolf Frei, Mr. Dai Yinben, General Manager of Taipei 101 Shopping Center, and Ouyang Hui, Product Manager of Shin Kong Mitsukoshi Corporation
Smart planning and morale
The new look of the Swiss watch Swatch Group Taiwan branch office is located at the junction of the Xinyi, Nangang and Songshan districts in the essence of Taipei. It is just like the annual event of the Swiss watch between March and April. The location of Basel, Switzerland, is similar to the geographical environment of Germany, Switzerland, and France. The Swiss headquarters is optimistic about the development potential of Taiwan’s future market. Under the careful planning of the Swiss headquarters, it can be seen that the office space is full of ingenuity: using a contemporary minimalist design style, with pure white furniture, an open office area derived from the emphasis on smooth communication and The cafe with a wide field of vision provides all-weather brewed coffee for employees to use during work or rest to improve work efficiency and reduce stress. The ingenious design everywhere makes it easy to see that the Swiss headquarters pays attention to the people-oriented business model. It is a comfortable, professional, and practical office for more than 12 professional brands and 180 hard-working office employees under the Taiwan branch. surroundings. With this, I hope that all colleagues of the Swatch Group Taiwan branch will be able to inject more effort into the watch industry in Taiwan with a newly created office environment and atmosphere, and create new achievements!
VIP technicians visit the Customer Service Center and explain the equipment in detail
Focus on service and achieve good results
The newly created professional customer service center, Customer Service Center, is a world-class watch professional customer service center invested and compared with the headquarters in Switzerland: ‘Customer First’ provides the highest level of after-sales service spirit of the Group’s brand customers. Hardware equipment includes: Customer Service Center with more than four hundred square meters of customer service center which has been planned in total: customer reception area (customer care), customer care center, training room, maintenance technology area (workshop) , Repair and delivery inspection area (pack and up-pack), and repair parts area (spare parts) and other special areas, and the introduction of the same level of professional maintenance equipment in Switzerland. In the professional customer service center, there are more than 30 dedicated maintenance technicians with an average age of more than 15 years and a total of more than 400 years of experience to provide consumers with the most professional services. This is the soft power of the Group’s professional customer service center Customer Service Center. The advanced service system established by the professional customer service center of Swatch Group’s Taiwan branch is the only world-class one-stop maintenance service process in Taiwan’s watch industry. As long as you purchase watches at any Swatch Group authorized dealers around the world, guests can get The after-sales service of national borders is the best gospel for business elites or travel-loving people who often travel around the world and all watch lovers. Of course, this makes Swatch Group Taiwan’s positioning of various watch brands become watch lovers can often be included in the first choice of winning factors when buying watches.
Customer reception area (reception) exterior
A view of the customer reception area (reception)
Attachment: Introduction to Customer Service Center
When entering the first stop of the Customer Service Center-the customer reception area, you can find that it can accommodate up to 12 visitors at the same time. There is a semi-open transparent glass inspection area behind the reception counter, which guests can check at any time. Condition of the watch for repair. Just wait about 10 ~ 15 minutes, the professional maintenance technician can immediately check the condition of the watch for repair. With this, guests can take a short break in the waiting area equipped with leather sofas, IPad check counters or coffee counters, etc., or they can check the repair price of each brand. Upon entering the professional customer service center of Swatch Group Taiwan Branch, you can immediately feel the intimate and professional service process and the atmosphere that the group values customers.
Customer Care Center
The second stop of the Customer Service Center is the customer care center. The employees in the center play an important role in connecting with the Swiss brand maintenance centers and directly communicating with each other. In Chinese, Taiwanese and English, we provide customers with complete and professional maintenance related information.
The third stop of the Swiss watchmaking tradition, which emphasizes the concept of education and training-the training room is set up according to the high standards of the Swiss headquarters: Swiss and German Yuandu come to Taiwan to complete the professional machinery and equipment . The Technical Training Center regularly arranges professional watchmakers from Switzerland to provide professional training for maintenance technicians in Taiwan. Based on this standard, professional maintenance technicians within the company, front-line sales consultants of famous brand stores in the group, and dealer sales staff in the province, Consumers can always feel that their love watches, maintenance accuracy and maintenance status can be treated with the same level of maintenance or the same level as the Swiss headquarters.
Customer reception area (reception) reception counter and rear semi-open transparent glass inspection area
The heart of the Customer Service Center is the fourth stop-the workshop. It consists of un-casting, clean room, polishing work area, watch case assembly and waterproof test area (assemble room), quality inspection room (QC Room), and movement maintenance work. There are seven sub-technical zones, including the workshop main room and the movement cleaning room and the central dust collection equipment room. In the operation process of each area, the maintenance content required for each incoming watch for repair is classified by different color job boxes, and the maintenance technicians and staff can clearly grasp the latest maintenance progress of each watch for repair. In the cleaning room, it is equipped with: It will be stationed in mid-August this year, and it is currently the most professional, the only Elma fully automatic watch cleaning and drying equipment in Taiwan. This equipment uses soft water to clean the watch, which can avoid steel band watches. Remains of water stains after drying. In the quality inspection room (QC Room), a kinetic energy tester TWISTEST MK3 of the same level as the Swiss headquarters, compared with the current number of 48 tests, the new TWISTEST MK3 can test 120 watches at a time. In order to improve the efficiency and quality of the repair parts service in Taiwan, in addition to the above two high-level equipment equivalent to the Swiss headquarters, the maintenance technicians are divided into complex function groups (prestige) in the workshop main room. ), Mechanical group (mechanical) and quartz group (quartz) a total of three groups to handle each watch for repair. All maintenance technicians in Taiwan have passed the Swiss maintenance test and occasionally refined their knowledge and skills in maintenance in the above-mentioned technical training room. Therefore, every maintenance technician uses the Swiss maintenance process standard as a criterion when operating the maintenance process. Even basic operations such as lubricating oil are maintained by lubricating oil from Switzerland to Taiwan. On average, a watch will click 6 Only 9 or more kinds of lubricating oil can complete the standard operation process of the washing process. In addition, in addition to the Swiss headquarters setting all the hardware and software in the maintenance technology area (workshop) to Swiss specifications, the new office is designed while considering environmental issues and the health and safety of employees. In the setting of the movement cleaning room and the central dust collection equipment room, the height of the floor and ceiling and all pipelines are set in accordance with Swiss standards, and the dust collector pipelines generated during the polishing process will not be exposed. It causes air pollution and endangers the health of employees.
The kinetic energy tester TWISTEST MK3 of the same level set in the QC Room and the Swiss headquarters
The fifth station’s front / back operation area (pack / un-pack) and rear section system integration area (ADM) use the new rear section system introduced at the beginning of July to integrate the query to simplify the inquiry of spare parts required for each maintenance part. The steps of) have been reduced from the previous seven steps to only one step required now! The establishment of the new system speeds up and simplifies the operation time of the subsequent process, and strengthens its accuracy and correctness.
The spare parts area is the sixth stop of the Customer Service Center. Completely provide all the parts required by the watches of all the current brands in Taiwan. At present, there are up to 15,000 items sent to Taiwan by air, ranging from as small as a faucet or screw, to as large as a movement, which can be provided in the repair parts area. In place! The cabinet space in this repair parts area is based on the forward-looking plan of the five-year plan. After all, the growth of the Taiwan market is the common vision of the Group’s brands. Therefore, the cabinet is set up in a track-type and integrated design concept. At the same time, it also has high performance, which is bound to create better performance for Swatch Group’s Taiwan branch.