In this lively episode of the CX Insider podcast, Monique Theile, Head of Complaint Management at Chrono24, takes us behind the scenes of the luxury watch market and lets us in on her top tips on how trust and security are key to buying timepieces worth thousands—sometimes millions—of euros. From her humble beginnings in a small German village to leading a team that spans across the globe, Monique shares her career journey and the wild stories that come with handling complaints at one of the world’s top online watch marketplaces.
Episode Summary
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Crazy Complaints
Monique Theile shares some of the most unexpected and unusual cases encountered in Chrono24’s complaint department. One memorable instance involved a customer who, instead of receiving their $7,000 luxury watch, found a package of groceries. This mix-up, caused by a well-meaning spouse, serves as an example of the unique challenges Monique’s team faces. From misplaced accessories to customers mistakenly believing their watches are counterfeit, the complaint department handles an array of issues with professionalism and efficiency. These stories, though often unusual, highlight the complexities involved in managing high-value transactions and maintaining customer trust in the luxury watch sector.
Trust and Security
In the luxury watch market, trust and security are essential, particularly when buyers and sellers are transacting significant sums of money online. Monique discusses Chrono24’s stringent certification processes, designed to provide both parties with peace of mind. Chrono24 employs expert watchmakers to authenticate items and offers an extensive certification program for dealers. These measures ensure that each transaction is backed by verified quality and transparency. For buyers, knowing that their high-value purchase is secure, backed by robust customer support, significantly enhances their confidence in the platform. In an industry where trust is paramount, Chrono24 excels in providing a safe and reliable marketplace.
Watches as Emotional and Financial Investments
Beyond their financial value, luxury watches often carry deep emotional significance for buyers. Monique explains that many customers associate their watch purchases with life events such as graduations, anniversaries, or family legacies. This emotional investment can amplify customer concerns when something goes wrong, such as a missing link or cosmetic imperfections. Monique’s team addresses these issues with sensitivity, ensuring that each case is resolved to the customer’s satisfaction. The department’s focus on personalized service not only resolves complaints but also fosters long-term relationships with clients. Chrono24’s approach reflects the understanding that, for many customers, purchasing a luxury watch is a significant and meaningful experience.
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To find out more about Monique, check out our full episode – available on all your favourite channels. Now including YouTube!
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This article summarises podcast episode 114 “Securing Time & Trust With Customer Service” recorded by CX Insider.
Written by Elysia Filaitis