FAQ  · Customer Self-Service (2023)

When the Eco-Drive watch stops, what should be done to restart it?

Expose the Eco-Drive to the light. Your Eco-Drive watch will charge in one third of the time if you pull out the crown while charging under normal charging conditions. The amount of charging time required varies depending on model and light conditions. Estimates are detailed in your instruction book.

The second hand jumps in 2-second intervals. Why?

This is the Insufficient Charge Warning feature, and indicates the battery is not yet charged enough. Once the battery is fully charged, the second hand will resume normal operation.

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The second hand moves at irregular intervals, such as 1-second, 1-second and 2-second. What does this mean?

This is the Time Setting Warning feature. The irregular interval movement indicates that the time shown is incorrect because the watch stopped once then started again. After recharging and adjusting your watch, the second hand will resume normal operation.

The second hand runs very quickly, then resume normal operation. Why?

Eco-Drive watches with the Power Saving feature stop the second hand to save energy when away from light (in the dark, a drawer or under sleeves, for example). Once exposed to light, the hands move very quickly to catch up to the correct time, which has been tracked internally by the watch.

Can Eco-Drive watches be recharged under fluorescent lamps?

Yes. As long as the dial is exposed to light regularly, the watch rarely stops.

Does recharging time vary with the seasons?

Yes. Recharging varies according to the illuminance from the source of light: in winter the required time for recharging is longer than summer, because the illuminance of the sun is weaker. Also, in winter, watches tend to be kept under sleeves of overcoats or thick jackets that hinder the absorption of light energy. We recommend you expose your Eco-Drive to the sunlight from time to time.

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What are the life spans of solar cells and rechargeable cells?

According to our data, both solar and rechargeable cells will last more than 10 years. It is speculated that initial capacities may wane up to 20 per cent over 20 years; however, we do not expect this to interfere with the use of the watch.

Eco-Drive watches do not need batteries replaced. Does this mean Eco-Drive watches are completely maintenance free?

With regard to water resistant models: in order to maintain the water resistance quality, we recommend you replace the gaskets in regular intervals. Gaskets age and deteriorate while being used or even just in storage. The gears in watches also wear little by little. Therefore, regular maintenance by qualified watchmakers or authorised service centres is recommended in order to extend the life of your watch.

What is the Power Save function?

The solar cells stop generating electricity if a lack of light energy occurs. In order to avoid losing energy, the second hand stops at the position of 12 o'clock. In some models both the minute and second hands stop (Power Save 1 mode). When light falls on the dial, the watch will resume normal operation. If lacking light energy for three days, the calendar will also stop to further minimise energy loss (Power Save 2 mode). As before, once light is available to the dial again, the watch will resume normal operation. Please consult the instruction manual for your particular watch, as this function varies between models. If an Eco-Drive watch will be stored for a long time, all hands and the calendar can be stopped manually (Manual Power Save mode). In this mode, the watch will not resume normal operation even when the dial receives light. * In all the Power Save modes, the watch tracks time internally. * Functions vary depending on the models. For further information, please see your instruction booklet.

Why has the battery completely run down soon after the purchase?

Except for Eco-Drive models, batteries are installed in new watches before shipment in order to check functions work properly as designed. Therefore, batteries may have been in use for a considerable time prior to the watch purchase.


How do Icare for the band on my Watch?

Metal bands

Will retain their beauty for a long time if proper care is exercised; however, occasional cleaning may be necessary as dust and dirt accumulate from everyday wear. To clean, first remove the metal bracelet from the watch, then use a soft brush and warm soapy water to clean the bracelet. Be sure to thoroughly rinse the metal bracelet with clear water and completely dry it before reinstalling it on your watch. If the bracelet cannot be removed easily from your watch and your model is classified as a 50-meter (or higher) water resistant model and has been properly maintained, you may wash the bracelet without removing it. If your timepiece is classified as less than 50-meter water resistant, or is not a water resistant model, we suggest you take your watch to your local jeweler or send it to the nearest Authorized Citizen Service Center for professional cleaning of the exterior.

Leather bands

Are more susceptible to damage and premature wear from moisture than a metal bracelet. A leather band may be damaged or exhibit accelerated wear if moisture or perspiration is allowed to remain on or saturate the band. Wipe both the inside and outside of your strap daily with a soft dry cloth to remove collected contaminants. If your strap becomes saturated with moisture either from water or perspiration, be sure to allow the strap to completely dry before wearing the watch again. You should also inspect the buckle and pin connections to ensure the moisture has not loosened any connections on the strap that could result in loss of your timepiece.

Rubber Watch band

Are sensitive to perspiration, salt water, and oil, which are easily absorbed and can cause the strap to crack and then break - so, periodic cleaning is recommended. Using an old soft toothbrush and a mild dish detergent and water, thoroughly cleanse the inside and outside of the strap. Completely rinse off any soap residue and then thoroughly dry the strap. If you expose your strap to salt water, be sure to rinse it with clear water as soon as possible. A rubber protectant may also be used to keep the strap pliable and extend lifespan.

The watch got foggy inside the glass. What kind of care is required?

When drops of moisture are on the glass surface, the inside can become foggy. This phenomenon is caused by the water outside on the glass cooling the inner air under the glass, and causing condensation. If the condensation dissipates a couple of minutes after the glass surface is dried, there is no concern. However, if the watch stays foggy for a longer time, there may be trouble with water sealing. Examination by an authorised service centre is strongly recommended.

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Is it possible to wash a water-resistant 10-bar watch with tap water?

Yes. You can wash it with tap water.

What are the differences between WR200 (water resistant 20 bar) and Divers 200M watches?

Divers 200M watches are designed to rugged ISO specifications for diving, while WR200 watches are designed for the people who encounter water frequently, in leisure or sport boating for example. In comparison with WR200 watches, Divers 200M watches go through more severe water-resistance tests before shipment.

How frequently should the watch gaskets be replaced?

Gaskets in your watch deteriorate as they age and damage to the sealing can allow water to intrude. When changing batteries at authorised service centers, gaskets are also replaced in order to maintain good water resistance. However, as Eco-Drive watches do not require battery changes, we recommend you replace the gaskets at regular intervals, once every two or three years. Please consult our authorised service centre in your country for further information such as the repair procedure or the cost.

When is a Leap Second introduced?

A Leap Second is introduced in order to adjust the time difference between the uniform time defined by atomic clocks using the frequency of the Cesium atom, and the Earth's actual rotational time. The International Earth Rotation Service (IERS) decides when to introduce a leap second in UTC (Co-ordinated Universal Time, the international time standard). Because the Earth's rotational time varies, a leap second is not introduced regularly; first priority is given to the opportunities at the end of December and June, while the second priority is to opportunities at the end of March and September. Please note that when a leap second is introduced, your watch (unless radio-controlled) becomes one second ahead of UTC. (If needed, please make an adjustment.)

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Why is IIII used for indicating 4 o'clock instead of IV on the watch dial?

It is said that the origin of this tradition goes back to the year 1364, in Paris. When the then French king, Charles V, saw the numeral IV on the tower clock at his palace, he disliked the Roman numeral, which seemed to him like 5 minus 1. He immediately ordered to change the IV to IIII. Since then, using IIII on the dial/face has become the standard among watchmakers. This is one of the rarely known episodes in our history.


What are the 3 most important thing of customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

Why is self-service important in customer service? ›

Give customers the power to help themselves. Self-service options allow for faster problem resolution while reducing strain on your support teams.

What is required for a customer self-service? ›

The most common types of customer self-service include FAQs, knowledge base and online discussion forums. Self-service is no longer a “nice to have”. It's a necessity to providing a positive customer experience.

What is self sufficiency in customer service? ›

Customer self-service empowers customers to solve their own problems. And self-sufficient customers are happier customers. The best support ticket is the one that's never created. Instead of asking customer service reps to put out every fire, empower customers to find their own solutions whenever possible.

What are the 5 P's of customer service? ›

The 5 areas you need to make decisions about are: PRODUCT, PRICE, PROMOTION, PLACE AND PEOPLE. Although the 5 Ps are somewhat controllable, they are always subject to your internal and external marketing environments. Read on to find out more about each of the Ps.

What are the 7 principles of customer service? ›

The 7 Principles of Great Customer Service
  • #1. Eliminate dumb contacts. ...
  • #2. Engaging self-service. ...
  • #3. Being proactive. ...
  • #4. Make it easy to contact your company. ...
  • #5. Own the actions across the company. ...
  • #6. Listen and act. ...
  • #7. Create great customer service experiences.
2 Dec 2011

How do you improve self-service? ›

5 ways to improve a customer self-service strategy
  1. Know what kind of self-service needs to be offered. ...
  2. Make self-serve portals more visible. ...
  3. Keep knowledge base updated. ...
  4. Take feedback from customers. ...
  5. Fulfill your customer's expectation. ...
  6. Learn and evolve as your business grows.
24 Feb 2022

Why is self-service effective? ›

Self-service gives your customers the power to find their own answers – they feel empowered, because they can begin resolving their own issues, and they don't get impatient waiting for one of your busy service desk agents to pick up the phone.

What is the value of self-service? ›

Self-service can optimize you customer support and help your organization by: Increase customer satisfaction by providing better service through knowledge management (via content in help centers and knowledge bases)

What are the 4 rules of customer service? ›

10 Customer Service Rules to Abide By
  • Be Nice. ...
  • Respect Your Customers. ...
  • Listen. ...
  • Be Positive. ...
  • Offer Solutions, Not Excuses. ...
  • Be Honest. ...
  • Go the Extra Mile. ...
  • Apologize.

What are the 4 most important customer service elements? ›

The 4 most important elements of excellent customer service
  • Respond in a timely manner. ...
  • Respond knowledgeably. ...
  • Communicate with customers where they are. ...
  • Streamline your process.
17 Apr 2020

What are three basic rules about customer service? ›

Three Customer Service Rules That You Need to Follow Correctly
  • Make a Good First Impression. ...
  • Respond Quickly. ...
  • Know How to Sell Your Products/Services.
10 Oct 2017

What is self-sufficient example? ›

able to take care of yourself, to be happy, or to deal with problems, without help from other people: She's a very self-sufficient young woman. He had never had to make a decision in his life but now he had to be entirely self-sufficient. More examples.

What are examples of self-service? ›

Automated teller machines (ATMs), self-pumping at gas stations, self-ticket purchasing on the Internet and self-check-out at hotels and libraries are typical examples of self service technologies.

How would you describe yourself as self-sufficient? ›

If you take care of yourself and don't depend much on other people, you're self-sufficient. Some 20-year-olds are self-sufficient, while others still need help from their families.

What are the 4 tips for making your customer happy? ›

How to Make Your Customers Happy
  • Below are 4 tips for making your customers happy.
  • Effective Communication. Be attentive; Listen to feedback and take notes to make sure you understand what your customer wants. ...
  • Take Responsibility. A successful entrepreneur ensures that every job is done the right. ...
  • Be Kind. ...
  • Be Consistent.
16 Aug 2013

What are the six rules for good customer service? ›

Business English Coach
  • Answer your phone.
  • Keep your promises.
  • Listen to your customers.
  • Give complaints your full attention.
  • Take the extra step.
  • Give your customers something extra.
5 May 2019

What are the 12 principles of customer service? ›

12 Principles of Quality Customer Service
  • Equality/Diversity. ...
  • Physical Access. ...
  • Information. ...
  • Timeliness and Courtesy. ...
  • Complaints. ...
  • Appeals. ...
  • Consultation and Evaluation. ...
  • Choice.

What are the 10 tips of customer care? ›

10 Tips for Good Customer Service
  • Provide multiple ways for your customers to get in touch with you. ...
  • Acknowledge that you've received their request. ...
  • Solve customer problems immediately. ...
  • Don't be afraid to over-communicate with customers. ...
  • Go above and beyond customer expectations.

What is good customer service? ›

What is great customer service? Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.

What is self-service Success? ›

Self-service is the mechanism by which anyone can solve an issue (an exception) without an interaction with others. Historically, the most common form of self-service has been a web portal offering information such as frequently asked questions and a searchable knowledge base.

How do you measure self-service quality? ›

6 steps for measuring self-service success
  1. Step 1: Set goals for your Help Center. ...
  2. Step 2: Choose your success metrics. ...
  3. Step 3: Retrieve the data. ...
  4. Step 4: Build a reporting dashboard. ...
  5. Step 6: Make ongoing improvements. ...
  6. For more detail, read the complete Six-Step Guide to Robust Self-Service Metrics.
20 Apr 2016

What is the most successful example of self-service? ›

ATMs. ATMs (Automated Teller Machines) were the first self-service machine introduced to the public. To be exact, the first ATM was introduced into the UK in 1967. They are the best example of a self-service technology that is well established in societies all around the world.

What is self-service style? ›

adjective. A self-service shop, restaurant, or garage is one where you get things for yourself rather than being served by another person.

What are the characteristics of self-service? ›

3 Essential Characteristics Of Self-Service
  • Seamlessness: Customers want to be able to reach you when they want, how they want. ...
  • Control: Customers want to be able to take matters into their own hands. ...
  • Real-Time Insight: As consumers, we are so accustomed to being able to access any information we need at any time.
7 Dec 2018

Do customers prefer self-service? ›

A Nuance Enterprise survey found that 75% of respondents said self-service is a convenient way to address customer service issues. 8. The same survey also revealed that 67% prefer serving themselves over speaking to a customer service representative.

What is self-service content? ›

Self-service content should tell customers how to solve a problem. It should not focus on how to use a feature -- that is what documentation should do. Additionally, customers may not know what feature would solve their problems, but they know the problem they face.

What is the number 1 rule in customer service? ›

In spite of all the noise and hype involving customer service these days, it truly boils down to one simple, age-old truth, often referred to as the Golden Rule: "Treat others as you would want to be treated."

What is the 20 10 rule in customer service? ›

When the customer moved to within 5 feet, you greeted them. I believe we need to go beyond the 10-5 Rule and institute the “20-10 Rule.” If someone gets within 20 feet of you, they get a smile and a wave. If a person gets within 10 feet of you, they get a smile, a wave, and a friendly hello from you.

What makes an excellent customer service? ›

Principles of good customer service. Listening, understanding your customer's needs, thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

How can you improve customer service? ›

How to improve customer service
  1. Strengthen your customer service skills. ...
  2. Look at every touchpoint. ...
  3. Improve your customer interactions. ...
  4. Enhance your customer service strategy. ...
  5. Make sure your reps are engaged. ...
  6. Give your customers a way to provide feedback.

What is great customer service skills? ›

Types of great customer service skills

Relatability – managing human interactions naturally and effectively. Sensitivity – reading the customer's emotions while keeping your own in check. Accountability – remaining professional, prompt and prudent. Positivity – being solution-oriented, confident, proactive and ...

When a person is self-sufficient? ›

Self-sufficiency is defined as the ability of individuals to attain an acceptable level of functioning regarding specific life-domains, such as daytime activities and social support.

What is self-sufficiency and why is it important? ›

Steve Taylor defines self-sufficiency as “a deep-rooted sense of inner completeness and stability.” As with self-esteem, self-sufficiency gives a person a feeling of security and contentment. It goes even further than self-esteem and provides a sense of fundamental wholeness.

Why is someone called self-sufficient? ›

Definition of self-sufficient

able to supply one's own or its own needs without external assistance: The nation grows enough grain to be self-sufficient. having extreme confidence in one's own resources, powers, etc.: He was self-sufficient, and always reminded you of it.

What is called self-service? ›

: the serving of oneself (as in a restaurant or gas station) with goods or services to be paid for at a cashier's desk or by using a coin-operated mechanism or a credit or debit card.

What does self-service mean? ›

a system in which customers are not served by an employee, but collect goods or food themselves: The new store will also feature the U-Scan checkouts for speedy self-service.

What self serve means? ›

the system of serving oneself in a restaurant, shop, gas station, or other facility, without the aid of a waiter, clerk, attendant, etc. adjective.

How do you work self-sufficient? ›

Improving Your Self-Sufficiency
  1. Enhance Your Self-Esteem. If you're not confident in yourself and always looking for the approval or guidance of others, then it's time to really start working on your confidence. ...
  2. Work On Budgeting. ...
  3. Learn New Skills. ...
  4. Healthy Nutrition.
1 Jun 2019

How would you describe yourself in 1 sentence? ›

Example: “I am ambitious and driven. I thrive on challenge and constantly set goals for myself, so I have something to strive towards. I am not comfortable with settling, and I am always looking for an opportunity to do better and achieve greatness.

What are self-sufficiency goals? ›

Common goals include employment, education and training, financial management and security, and homeownership-related activities.

What are the 3 main components of customer experience? ›

The three main components for creating a customer experience strategy are discovery, engagement and delivery.

What are the top 3 most important elements of high customer satisfaction? ›

The three major factors that affect modern customer satisfaction can be categorized as customer perceived quality, value, and service. By harnessing these factors, you are able to provide positive, consistent customer experiences and create true customer loyalty.

What are the 3 essential pillars of the customer experience? ›

  • Satisfy customer needs. Initially, it is essential that the service is able to meet / meet customer needs. ...
  • Offer a good customer experience. ...
  • Agility in problem solving.

What are the 3 dimensions of customer service? ›

Effectiveness: Customers get value from you because they're able to complete the task they came to do. Ease: Customers want an easy experience – not too complicated, confusing or loaded with too many steps. Emotion: Customers come away with the positive feeling they expect.

What are the 4 principles of customer service? ›

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

How do you satisfy customers? ›

10 Ways to Meet and Satisfy Your Customer's Needs
  1. Understand Your Customer's Needs.
  2. Listen to their Feedback.
  3. Set Realistic Expectations.
  4. Pay Attention to Your Competitors.
  5. Be Consistent in Communicating with Your Customers.
  6. Take User Experience as a Priority 
  7. Foster Loyalty through Proactive Customer Relations.
15 Nov 2019

What are the 4 tips for making your customers happy? ›

How to Make Your Customers Happy
  • Below are 4 tips for making your customers happy.
  • Effective Communication. Be attentive; Listen to feedback and take notes to make sure you understand what your customer wants. ...
  • Take Responsibility. A successful entrepreneur ensures that every job is done the right. ...
  • Be Kind. ...
  • Be Consistent.
16 Aug 2013

What are the five ways to satisfy your customers needs? ›

How To Satisfy Customer Needs?
  • Get to know your customer's needs.
  • Develop an in-house customer-first culture.
  • Customise the customer experience to meet your customer's needs.
  • Optimise the customer experience.
  • Measure and improve customer satisfaction.
23 Jul 2021

What affects customer service? ›

According to literature, the employee's personality is an important factor in providing a better customer experience. Personality traits like conscientiousness and extraversion impact customer service performance. Conscientiousness individuals are organized, dependable, responsible and hardworking.

What are the 4 P's that improve customer service? ›

Promptness, Politeness, Professionalism and Personalization: these 4 characteristics are the key ingredients to any successful service interaction, and when you think about it, they are the basics you expect to receive as a consumer.

What are 2 important parts to the customer experience? ›

Brands that want to tap into customer demands for great experiences need to focus on three very important elements.
When customers feel appreciated by the brands they interact with, companies receive measurable results for their business.
  • Value. ...
  • Reliable and Available. ...
  • Personalized.
23 Aug 2022

What are the two elements of customer satisfaction? ›

If customer satisfaction can be defined as the feeling a person experiences when an offering meets his or her expectations, then there are two critical ways to improve customer satisfaction. The first is to establish appropriate expectations in the minds of customers. The second is to deliver on those expectations.

What makes a quality service? ›

Responsiveness implies receiving, assessing and swiftly replying to customer requests, feedback, questions and issues. A company with high service quality always responds to customer communication as soon as possible which can often indicate the value a company places on customer satisfaction.

How do you measure service quality? ›

9 Practical Methods for Measuring Service Quality
  2. Post-service ratings.
  3. Follow-up surveys.
  4. In-app surveys.
  5. Mystery shopping.
  6. Documentation analysis.
  7. Customer effort score (CES)
  8. First contact resolution ratio.
13 Aug 2021

What is service quality example? ›

Example: being polite and showing respect for customer. Empathy: Ability to be approachable. Example: being a good listener. Tangibles: Physical facilities and facilitating goods.


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2. NICE CXone Expert: Knowledge Management for Customer Self-service
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3. How to Access Customer Support and FAQ's
4. Customer Support FAQs: Customer Service Training Videos 9/9
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5. Microsoft Dynamics 365 Customer Self-Service Portals
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