Every Friday, the Expert Ops team will recap the latest enhancements, contributions from the Expert community, customer compliments, and preview the week ahead.
Payout Changes to Auto Premium Service Fulfillment
On October 13, we started a new effort to improve the overall auto premium service fulfillment experience for both customers and Experts by asking Experts to indicate whether an auto premium service (auto phone call and auto secure remote assistance) request has been successfully fulfilled. As Experts, you MUST successfully fulfill the auto premium service request AND submit the report within 36 hours of accepting the request in order to get paid. To learn more about these changes, click here >>
REVISIT: 7 Steps To Customer Satisfaction
Our team strives to support the Expert community to improve customer satisfaction and your earnings by sharing data and best practices. As we expand our approach to wow all customers, we want to revisit our 7 Steps to Customer Satisfaction.
- Introduction: Who are our customers?
- Step 1: Greet the customer
- Step 2: Clarify what the customer needs
- Step 3: Set the expectation
- Step 4: Give a complete answer (not just a correct one)
- Step 5: Show empathy
- Step 6: Be professional
- Step 7: Double check that the customer is satisfied
This Week's Best
Most 5-Star Ratings Received from ALL Customers
| Expert | Category | Trending |
|---|---|---|
| 1. rarewares | Antiques | +2 (Last week: 3) |
| 2. PaulmoJD | Legal | +29 (Last week: 31) |
| 3. md20/20 | HI | +1 (Last week: 4) |
| 4. peterpete190 | HI | +46 (Last week: 50) |
| 5. GSenmartin | Legal | +5 (Last week: 10) |
Most 5-Star Ratings Received from Members
| Expert | Category | Trending |
|---|---|---|
| 1. rarewares | Antiques | -- (Last week: 1) |
| 2. PaulmoJD | Legal | +23 (Last week: 25) |
| 3. peterpete190 | Cars | +20 (Last week: 23) |
| 4. GSenmartin | Legal | -- (Last week: 4) |
| 5. fordguy4u | Cars | +7 (Last week: 12) |
Most Member Questions Responded To in 30 Minutes or Less
| Expert | Category | Trending |
|---|---|---|
| 1. PaulmoJD | Legal | +29 (Last week: 30) |
| 2. fordguy4u | Cars | +5 (Last week: 7) |
| 3. rarewares | Antiques | -1 (Last week: 2) |
| 4. jhook1398 | Cars | +6 (Last week: 10) |
| 5. rayanswers | Legal | -1 (Last week: 4) |
Most Auto Phone Call Requests Fulfilled
| Expert | Category | Trending |
|---|---|---|
| 1. Joyce Stevens | Legal | -- (Last week: 1) |
| 2. djogg7 | Cars | +3 (Last week: 5) |
| 3. amedee | Cars | +3 (Last week: 6) |
| 4. p0llinate | Tech | -- (Last week: 4) |
| 5. teccar | Tech | +5 (Last week: 10) |
Coming Up Next Week
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More enhancements and announcements |
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