Customer service - how to hire?

by 8 comments
Hello Warriors,

I am looking to hire a customer service person to handle
support issues - technical, refunds, and verifying purchases
and sending download links.

However, I realize I would have to give this person access
to my Paypal and Clickbank accounts. This doesn't seem very
safe to me, but I don't see any other way.

Do I just look for an honest person and make sure they're in
the USA, so that if anything happens, they'll be easier to find?

Also, since I will have to pay by the hour, how do I verify that
they are working the number of hours they said they are? Do I
take their word for it? Is trust the key principle here?


#internet marketing #customer #hire #service
  • Profile picture of the author Lee McIntyre
    Hi Keith

    Re passwords: I recommend having unique usernames and passwords for every account you use, and then logging them somewhere central. I have a spreadsheet called 'password control' where I keep these.

    Then when you hire someone for a job you can give them access and you know it's JUST for the account in question. If you use the same password across multiple sites and services it becomes more tricky when granting access to one service.

    (I have one person I trust in charge of password control and they create, issue, and change all passwords).

    Re the helpdesk: make sure you create scripts and processes for 95% of the situations that the worker will have to deal with. Create a script and process for the 5% of issues that you can't forsee.

    I'd also recommend creating systems for feedback. I have feedback schedules where issues are logged for my attention. In these schedules I can review all refunds, all positive feedback, all negative feedback etc etc.

    I hope this helps.

    Lee McIntyre
    • Profile picture of the author ibringjoy
      Hi Keith,

      There are some other ways you can set this up, too.

      If you don't already have someone you know you can trust, then I would not give them access to my money accounts.

      Your customer support person can handle all the customer replies, and notify you to do the refunds. That should only take you a small amount of your time.

      The Help Desk software that we are using at a site I do customer service for has a function where you can keep a ticket open and assign it to another staff member. For example, for a refund support ticket, your customer support person can simply assign the refund tickets to you. You will be notified by email, send the refund, then post an internal note that the refund was sent. Your customer support person then sends the customer an email about the refund and closes the ticket.

      You can also set up a bank of regular responses that would go out for the most commonly asked questions. The help desk software stores these in a drop down box, and all the customer support person does is to click the correct response. It saves time and repetition, and will save you money if you are paying the person by the hour.

      Another thing to think about is creative ways to pay your customer support person. A well known marketer sent out an email a few weeks back saying that he was hiring. He is paying his people by giving them his products and services for free.

      You could also contract with them to pay them by how many tickets they answer - a "per piece" type of compensation.

      Basically, you can use any type of compensation that you both agree on. That way, you both get something you want.

      Hope these ideas got you thinking about the possibilities that are open to you.


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