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Week in Review - December 1, 2017

By Anh Nguyen |
Every Friday, the Expert Ops team will recap the latest enhancements, contributions from the Expert community, highlight the week's outstanding Experts, and preview the week ahead.
 
With 5-star being most happy, please rate how happy you are as an Expert on JustAnswer this week

5-Star
4-Star
3-Star
2-Star
1-Star

Want a $50 Amazon gift card? All you have to do is rate above and each month, we will hold a raffle to select one lucky Expert to win a $50 Amazon gift card. Each vote counts as a raffle entry.
 
Quick and Easy Tip: Show empathy because you care

Customers come to us because they have a problem — sometimes, a very serious one. They’re feeling angry, frustrated or afraid even before they've spoken to you. That’s why it’s so important to demonstrate empathy from start to finish. Showing customers that you can imagine what they’re going through puts them at ease and builds trust. And it only takes a few simple gestures:

  1. Demonstrate that you understand the question.
  2. Show the customer that you appreciate why they’re upset. This is as simple as saying “I understand how frustrating this can be” or “I’m sorry, I know this must be a difficult time.”
  3. Where appropriate, engage with the customer (after all, you’re both human!). If they attach a photo of their cat, comment on how cute he or she is. If they make a joke, acknowledge it. But follow their lead — if the customer doesn't seem interested in engagement, don’t force it.
  4. Be polite — even when the customer isn't. Remember, you’re the Expert.
  5. Be cautious with humor. Not everyone thinks the same things are funny. Your joke might fall flat, or worse, come off as insensitive or even offensive.
 
TEST: Standalone Phone Call Requests

We've started a test where customers will have the option to get their questions answered by standard Q&A or Standalone Phone Call. Don't forget, fulfilling phone call requests is a great way to earn additional money while making it easier for you to help explain the answer. Click on the link below to learn how this test works.

Click here to learn more about this test >>

 
JustAmazing Experience
Please join us in congratulating this week's JustAmazing Experience recipient: Dr. Denise (DeniseCudiamat)! A customer came to JustAnswer concerned about spots found on Boo Boo, her 9-year-old dog. Dr. Denise quickly responded the question, asked for photos of the spots, and gave information that was later confirmed by the customer's veterinarian. At the end of the exchange, the customer had this to say about her experience:

"Dr. Denise was very kind and very thorough.  Her prognosis was correct with my doggy,  thanks to her help,  I was able to get my dog the correct medical attention that she needed.  Would highly recom!"

Congrats, Dr. Denise!

Click here to view Dr. Denise's conversation >>

JustAmazing Experience Program: Every day, Experts on JustAnswer work hard to consistently deliver the best experiences to customers who are looking for Expert help. Somewhere between a friendly greeting to a complete answer, Experts are doing some amazing things to show that they care. The JustAmazing Experience program is our way to show how grateful we are to those who are going above and beyond for customers. Each week, we will recognize and award one Expert who exemplifies the service excellence that we strive for with a $50 Amazon gift card.
 
This Week's Top Performers
Most 5-Star Ratings Received from Members
Expert Category Trending
1. rayanswers Law -- (Last week: 1)
2. PaulmoJD Law -- (Last week: 2)
3. nyclawyer Law +6 (Last week: 9)
4. barristerinky Law +3 (Last week: 7)
5. DMWEsq Law -- (Last week: --)
Most 5-Star Ratings Received from ALL Customers
Expert Category Trending
1. rayanswers Law +1 (Last week: 2)
2. md20/20 Appliance +6 (Last week: 8)
3. DMWEsq Law +22 (Last week: 25)
4. centralappliance1 Appliance -3 (Last week: 1)
5. PaulmoJD Law -2 (Last week: 3)
Most Member Questions Responded To in 30 Minutes or Less
Expert Category Trending
1. rayanswers Law -- (Last week: 1)
2. PaulmoJD Appliance +1 (Last week: 3)
3. peterpete190 Cars +4 (Last week: 7)
4. nyclawyer Law -- (Last week: 4)
5. crash2199 Tech +4 (Last week: 9)
Most Auto Premium Service Requests Fulfilled
Expert Category Trending
1. RichieMe Tech -- (Last week: 1)
2. crash2199 Tech -- (Last week: 2)
3. pbrazzell Pets +17 (Last week: 20)
4. smitty1486 Appliance -- (Last week: --)
5. itstuff Tech -1 (Last week: 4)
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