The manufacture opened the Patek Philippe Institute Shanghai- the first institute of its kind located outside the Geneva workshops- thus asserting its commitment to customer service.
The launch of the Patek Philippe Institute Shanghai is the embodiment of Patek Philippe’s Values and Quality Seal, a commitment to lifelong servicing and restoration for all timepieces, forever preserving their legendary reliability, generation after generation.
The vigorous demand for customer services, the increasing volume of Patek Philippe watches sold to Chinese customers, and the challenging task of recruiting watchmakers in China all triggered the launch of Patek Philippe Institute Shanghai.
Mr. Thierry Stern, President of Patek Philippe, said during his inaugural speech: “All Patek Philippe watches are made with the intention that they will last forever. It is our duty to provide the highest standard of customer service, and to make this requirement a key criterion of the Patek Philippe Seal. We believe that the best watchmaker is able to analyze the entire history of a timepiece and fix the watch, whether it was made today or dates back to 1839 when the company was founded. This is the beauty of watchmaking, and this is not something that one can learn from a book. Today, in the presence of our honorary guests and government officials, we are proud to achieve another milestone that demonstrates our promise and continuous investment in customer service.”
To meet sustained demand for Patek Philippe timepieces in China, the brand is pursuing its strategy of long-term investment, dedication to professional customer service in terms of both equipment set-up and watchmaker recruitment and training, with a guarantee of consistent business operations, thus showcasing Patek Philippe’s exceptional timepieces and commitment to enduring excellence.
The Shanghai Service Center in Yifeng Galleria spanns over 900 square meters and can accomodate nearly 30 after-sales employees.
Mr. Laurent Cantin, the International Customer Service Director of Patek Philippe who led the implementation of the Institute, stated: “From 2009 to 2013, the number of customer service cases grew by nearly 50% in both our Shanghai and Beijing Service Centers. To cater for these growing needs, we are determined to recruit and train local watchmakers to best serve our customers in China.”
During a strict recruitment process, eight apprentices, four male and four female, passed the tests and were accepted to the program. The curriculum was designed as a two-year program divided into four stages. The apprentices will need to complete a total of 3,500 hours courses consisting of Watchmaking Theory and Practice, as well as English. Apprentices who have completed the full program will receive a qualification which is equivalent to the Patek Philippe level 2 watchmaker training, allowing them to work directly in the Customer Service Center on watches with basic mechanical, automatic and quartz movements.
The international customer service network runs as a non-profit center with investment from the company. In the global network of 55 Authorized Service Centers, each employee is handpicked and accredited based on achieving and maintaining a level of service that adheres to strict quality criteria. A fundamental part of what Patek Philippe does, customer service involves taking care the customers as individuals, with unique needs, whilst maintaining consistency in providing the highest level of support.
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