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How to Deal with Unhappy Customers

Bill Gates - unhappy customers

Unhappy customers….who needs them? Not!

No one likes to receive a complaint, but it really is a matter of whether they arrive sooner or later. 96% of unhappy customers don’t actually complain. However, 91% of them will simply leave and never come back. Knowing this, wouldn’t you agree that a complaining customer is sometimes better than one that is silent but halfway out the door? Having unhappy customers might be a second chance in disguise. Here are some tips to help you deal with unhappy costumers.

It’s all About Brand Reputation

In this era of social media, people frequently turn to social networks to complain, and they can be really rude about it sometimes. What you need is the skill not to respond unkindly, because your answer may well be read by anyone. Protect your brand by being kind – always.

It’s not Personal

Always remember that complaints are not personal, and that the customer’s anger is not directed to the employee, but towards the company in general. This fact will help you to remain calm and polite. If you listen with understanding & sympathy, even the angriest customer will calm down.

Listen Carefully to Unhappy Customers

Find out what their problem is, so you can work towards alleviating it and not towards a solution that does not actually help them in any way. The point is to resolve the customer’s issue.

Before taking action, verify that what you’re doing really helps the customer by asking the customer himself/herself. Once a resolution is agreed, act quickly to implement it. All the customer really wants is a listening ear that will respect their point of view, and work towards helping them.

Don’t make Excuses

No matter what or who caused the problem, never blame your customers (even if they have caused the issue). Making excuses is simply a waste of time, and it makes customers even more annoyed. Instead, take full responsibility and do whatever you can in your power to solve the problem as quickly as possible.

A Unique Opportunity to Improve your Service

Think about customer complaints as opportunities to improve your service and to transform unhappy customers into fans. Your most unhappy customers are your greatest source of learning.

Employees who handle customer service complaints quickly, efficiently and professionally take advantage of a unique opportunity: the chance to turn an unhappy customer into a satisfied customer. According to a report by White House Office of Consumer Affair, happy customers who get their issue resolved tell about 4-6 people about their experience. Not bad, right?

Next time you have to deal with a disappointed customer, remember that it takes 12 positive experiences to make up for one unresolved negative experience, so believe me when I say that you do not want to miss even one chance to turn a negative experience into a positive one.

We appreciate Zopim for this Original Article.

CSP Tips and Qualities of a Successful Client Support Professional

csp-tips

Succeed as a Client Support Professional with these helpful CSP tips!

CSP Tips 1 – Self Motivation

Working from home is very rewarding, but it does take discipline. Assist A Boss is here to support you all day, but we cannot make you work if do not want to work. It is on you to answer the phones, respond to emails and/or assist online customers via web support. Servicing the clients is your bread and butter and how you earn money. You must be self-motivated. There is no one hovering over your shoulder to make sure that your work gets done.

CSP Tips #2 – Punctual and Dependable

The reality here, is there are going to be more distractions in your home office, but that doesn’t have to change your work ethic or how you get work done. Even if you are working from your sofa, you are still working. Prepare yourself each day by “arriving” to work on time, eating lunch or dinner on a tight schedule and managing your time throughout the day. You choose your schedule, so there is no reason why you shouldn’t be able to stick to the schedule that YOU chose.

CSP Tips #3 – Turn Bad into Good

This is a customer service position and you are engaging and interacting with real customers. While we wish that all of our customers are pleasant, they are not. You cannot have the good without the bad – it just comes with the territory – but it’s imperative that you are positive and optimistic and remain professional and capable of providing a high level of service regardless of the situation. We are not implying that you have to succumb to verbal abuse, but you do need the ability to turn your customer’s frown upside down.

In summary, our most successful agents exhibit the following qualities:

  • Self-motivated
  • Punctual and dependable
  • Professional and capable of providing a high level of service
  • Positive and optimistic

CSP 101 Certification Course

CSP 101

CSP 101 is the Arise Basic Certification Course. It qualifies you as a Client Support Professional (CSP) and gives you the foundation to successfully understand the relationship between Arise and the Independent Business Owners. It will also teach you how to succeed as a CSP, obtain service hours and service revenue and how to choose a client that is right for you.

Completing CSP 101

You can complete CSP 101 in as little as one day. Once you start you have 7 days to complete CSP 101 and a maximum of 2 attempts to pass with a 73% or higher. If you do not pass CSP 101, you will not be able to continue with the Admissions process and your profile will be inactivated.

As a matter of fact, if you fail any part of the Admissions process, you will be notified via email and your profile will no longer be active. You won’t be able to create another profile and you will be unable to service clients on behalf of the Assist A Boss Team.

Cost

If you are a student or affiliated with the military (active duty, veteran or spouse), you can receive CSP 101 for FREE ($99 value). Just email a copy of your student ID to student@arise.com or proof of military affiliation to military@arise.com. Please be sure to include your full name and CSP ID in the email.

For all others, CSP 101 costs $99 but is frequently on sale for $19.99. You can certainly wait until CSP 101 goes on sale; however, the sooner you complete CSP 101, the sooner you can secure your seat in a training class. Seats go quickly!

Taking the Background Check

background check

The background check is part of the Arise Admissions Process and costs $7.95. You typically receive the results from your background check within 48 – 72 hours after submission.

If you have been waiting longer than two days, send an email to admissions@admissions.arise.com or chat with an Admissions Specialist.

Background Check Disqualifiers

We are unable to do business with individuals that have been convicted, pled guilty or pled no contest to any felony, or certain misdemeanor charges, including but not limited to:

  • theft,
  • fraud,
  • drug,
  • violence
  • or similar situations.

In addition, certain Arise clients require background checks in order to access their systems and interact with their customers. Should your background report reveal that you have an disqualifying criminal history you will not be permitted to continue and your profile inactivated.

Background Check Process

Just like the voice assessment, the background check is also conducted in two parts:

  • Phase 1 includes a national/instant criminal history report and a SSN Trace + Past Address history report.
  • Phase 2 begins after you have fully enrolled in a client opportunity certification course. This phase of the background check includes a county criminal history report for each county you have resided in the last 7 years. By phase two you would have passed already CSP101 and paid for the certification course. Assist A Boss will not refund any associated costs should you fail phase two of the background check.

The background check DOES NOT include a credit report.

Tips for a Good Voice Assessment

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The Arise voice assessment is a free and fast, 10 minute evaluation conducted over the phone. It measures your voice quality and your ability to interact with customers.

The test is composed of 2 parts:

  1. Question-building or forming a question based on the prompts you will hear. (For example you may hear a prompt that says: “Ask me where you live.” You will then say “Where do you live?”)
  2. Rearranging sentences based on scrambled words on your screen

You only have ONE attempt to get this right. You cannot re-record your answers once you complete each question and you cannot re-take the voice assessment once it’s submitted. When you get to the voice assessment, I recommend that you play the video on the upper right side of the page to find out what is expected from you. When you take the voice assessment, make sure that you are: enthusiastic, user proper enunciation, speak clearly, use the appropriate grammar and most importantly, FOLLOW DIRECTIONS.

Voice Assessment Tips

  • Do not use a speakerphone to take the test. It distorts the call quality.
  • It is best to use a landline to conduct the voice assessment, but you can use a cell phone. Just make sure you are in an absolute quiet environment, have good reception and battery.
  • However, if you know that your cell doesn’t project the clearest voice quality DON’T use it.
  • And this goes without saying, the assessment must be taken by the individual named on the application. Any assessment recorded by a third party will result in the automatic disqualification of all parties involved.

Sign up is easy: A straightforward and simple process!

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