RULES OF COMMUNICATION WITH CUSTOMERS
One of the main advantages of our service is the possibility to talk directly to the customer.
The importance of this feature cannot be underestimated as the client may contact the writer at any time and quickly obtain the necessary information with minimal effort.
However, there are some important rules you must follow:
1. QUICK RESPONSE
Reply to customer’s messages in a timely manner, ideally - within one or two hours. If the answer requires time (for example, it takes long time to consider the amount of text for review), you must:
- immediately get back to the client;
- confirm the receipt of the his/her message;
- specify the expected time when s/he is going to get your response.
Example of your response: “Thank you, the document was received. I can give a detailed feedback during the day”.
Your written speech should be properly proofread, coherent and comply with the rules of the English language.
Remember: the person who writes the answer to the client represents the entire Company.
- literate, without grammatical or spelling errors;
- only business-like tone is acceptable;
- no abbreviations, slang or foul words must be used.
Always be polite and thank the customer for every order, message or comment. This way you show your appreciation for making an order, encourage the client to place more and choose you as a preferred writer.
Your earnings are directly dependent on your attitude and willingness to assist a client.
WHAT TO AVOID:
1. Disclosure of personal information
2. Incorrect formatting of message
Please keep in mind that it is unacceptable to use ‘caps lock’, numerous exclamation points or repetitive phrases in messages.
Avoid repetition of messages and duplicating of requests. It is considered a gross policy violation and can lead to fines in accordance with our Terms and Conditions.