Customer service - how to hire?

by Keith Gilbert 8 replies
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?

Thanks,

Keith
#main internet marketing discussion forum #customer #hire #service
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  • 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
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    • 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.

      Kathryn
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      • Profile picture of the author Andy Money
        I would have to say under NO circumstances allow anyone into your Paypal accounts. Why not have them "register" refunds and have you take care of the actual money part? Or do something else to separate it. Have them do the majority of the support work and you can manage the money--it's not worth the risk IMO.
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        • Profile picture of the author Scott Lundergan
          Originally Posted by mrsleep99 View Post

          I would have to say under NO circumstances allow anyone into your Paypal accounts. Why not have them "register" refunds and have you take care of the actual money part? Or do something else to separate it. Have them do the majority of the support work and you can manage the money--it's not worth the risk IMO.
          There's a way with Paypal where you can give certain employees x amount of access. 7 Figure Code talked about this. I know this personally because I have to invoice my customers' assistant's paypal email, not the actual customer directly.

          When I brought on the first person to my team, I made sure they lived right here in San Diego and that they only had so much budget to spend that I would prefill into xyz account for expenses.
          Also, for payroll, I use http://adp.com/ They are the best for s-corps (or for any business for that matter) and the service is incredible, to say the least. I cannot recommend them highly enough. The entire process is streamlined and so simple. Everyone else I do work with has their own paypal and business, so it's the typical way we all do business here with one another.
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          • Profile picture of the author Solidsnake
            Banned
            Let the support do the contacts and support and let yourself do the financial matters...
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            • Profile picture of the author semmyw
              why don't you ask your relative to handle your costumer support and etc? a friend of mind used his sister to handle this one
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              • Profile picture of the author Keith Gilbert
                Scott, I did a search for the Paypal thing you're talking about and it's called Paypal Multi-User Access. Sounds exactly like what I need, but I think you need a business Paypal account. I only have a premier account and to upgrade, I need an official business name, which I don't have.

                Thanks for the suggestions so far everyone. Very helpful!
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                • Profile picture of the author dbarnum
                  We help other people, plenty of Warriors, with their Support / Help Desks, even Paypal with accounting, etc. and have passwords and other access. Advice:

                  1) Seek referrals as you are doing here, and review their sites, programs, testimonials, etc.

                  2) Ask questions, chat, get on the phone, etc. to learn more and build rapport.

                  3) Give it a go. With all the security systems in place today that the larger financial entities like Paypal, Kayako (Help Desks) and eBay, etc. have in place, you would be alerted to trouble in a click or call. Just review what’s available like adding access for your accountant (they do not get control over all functions in Paypal: you choose which ones, for example).

                  4) Make adjustments as needed and keep on improving in a safe manner. Don't let fear freeze up your progress.
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