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Week in Review - September 16, 2016

By Anh Nguyen |
Every Friday, the Expert Ops team will recap the latest enhancements, contributions from the Expert community, customer compliments, and preview the week ahead.
 
Latest Enhancements
More Experts added to auto greeting: We've enabled the auto greeting feature to more Experts this week. To request to be added, contact Expert Support.
 
How to handle customer refund requests
Refunds are a part of any business, but if handled correctly, a refund can be a seamless process and an opportunity to turn around an unhappy customer.

When a customer requests a refund, do not attempt to save the refund yourself or get upset. Instead, simply tell the customer that you will let JustAnswer's Customer Care team know and then report the customer's refund request. By reporting customer refund requests, you help our Customer Care agents better understand the refund reasons and possibly even save the refunds. Note that you should never try to help customers with site issues and instead direct them to Customer Service. Click here to learn how to report refund requests >>
 
You're almost there!
At the beginning of the quarter, we held an online town hall and announced a community quality goal to deliver a 4.60 service or better to JustAnswer Members. Throughout the quarter, we've had the pleasure of collaborating with many of you to identify opportunities on how to improve your rating and earnings.

Thanks to your effort and collaboration, we are currently at an all-site average of 4.58 for Member ratings. The progress you've made is nothing short of amazing, but with two weeks left in the quarter, we need your help to reach our community goal. Help us better serve our most loyal customers and improve your rating and earnings at the same time. Below are some resources to help you deliver consistent 5-star service to Members.
 
This Week's Best
Most 5-Star Ratings Received from Members
ExpertCategoryTrending
1. peterpete190 Cars +5 (Last week: 6)
2. PaulmoJD Legal -1 (Last week: 1)
3. rarewares Antiques +5 (Last week: 8)
4. GSenmartin Legal +21 (Last week: 25)
5. LawTalk Legal +46 (Last week: 51)
Most Total Positive Ratings Received from Members
ExpertCategoryTrending
1. peterpete190 Cars +5 (Last week: 6)
2. PaulmoJD Legal -1 (Last week: 1)
3. LawTalk Legal +48 (Last week: 51)
4. jhook1398 Cars +3 (Last week: 7)
5. lucy7368 Legal +8 (Last week: 13)
Most Member Questions Responded To in 30 Minutes or Less
ExpertCategoryTrending
1. peterpete190 Cars +10 (Last week: 11)
2. fordguy4u Cars +10 (Last week: 12)
3. LawTalk Legal +24 (Last week: 27)
4. GSenmartin Legal +12 (Last week: 16)
5. Rico_Soma HI +2 (Last week: 7)
Most Auto Phone Call Requests Fulfilled
ExpertCategoryTrending
1. Joyce Stevens Legal -- (Last week: 1)
2. amedee Cars +1 (Last week: 3)
3. p0llinate Cars -1 (Last week: 2)
4. ratioscripta Legal +7 (Last week: 11)
5. md20/20 HI +3 (Last week: 8)
 
Coming Up Next Week
 
More enhancements and announcements
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