The following are Buyer Guidelines to ensure that our Buyers meet the level of professionalism that is expected of them – by both ServiceLive and the Provider – as they represent themselves on the platform. Please read these guidelines completely to make sure you understand these expectations.
General Policies
The General Policies are guidelines that all ServiceLive Buyers must adhere to as they utilize the site and interact or exchange communications with Providers. These General Policies are as follows:
A Buyer Will:
- Maintain their Company Profile keeping all information current.
- Maintain their team by reviewing users and permissions.
- Accept responsibility for all stated policies of ServiceLive.
What Is Good Customer Service?
Good customer service is essential for any business. You can spend much time, energy, and money trying to recruit new Providers, but unless you get some of those Providers to return, it will be difficult for your business to be successful. Good customer service is about leaving Providers satisfied and bringing them back for repeat business.
ServiceLive strives to provide its Providers with Service Order opportunities that far exceed its competitors. The quality of customer service we provide can determine whether Providers will do business with us and whether they will remain ServiceLive Providers in the future.
As a ServiceLive Buyer, you are essential/key to our customer service efforts. It is important, then, that you remember these things when dealing with ServiceLive Providers.
- Be Responsive – Answer your phone and e-mail inquiries in a timely manner. Do not leave the Providers waiting.
- Be Reliable – Accurately scope the work for Service Orders.
- Listen – Give the Provider your full attention. Ask open-ended questions to make sure you fully understand the Providers need and the job you have agreed to do.
- Be Helpful – Have a helpful attitude. Do what you can to leave a positive impression – one that the Provider will not forget.
- Be Professional – If a Provider does complain, deal with it immediately. Avoid commenting on the problem or placing blame for the issue in any way. Apologize when appropriate and invite follow-up if the Provider is unsatisfied.
Provider satisfaction will be important to you as a Buyer, as well. ServiceLive Providers will have the opportunity to rate Buyers after a Service Order is complete. Provider Ratings are one of the key elements that make the ServiceLive marketplace so powerful. The impression you leave with the Provider will determine what type of rating you earn as a Buyer. Since your ratings will be available for future Providers to see, you will want to obtain high scores to attract more Providers.
The Provider Rating For Buyers
- Quality – Was the Service Order accurately scoped?
- Communication – Was Buyer accessible through phone? Through email? Was Buyer prompt and helpful in responding to questions and/or problems?
- Timeliness – Did Buyer respond to communication in a timely manner? Was Service Order completed and closed promptly?
- Professionalism – Was the Buyer courteous? Did they address you in a professional manner? Did they behave as if they were in control of the experience?
- Value – Did you feel the amount you were paid was equal to or better than the work you performed?
The Provider will rate the Buyer on each of these key service elements on a five-point scale. Your average of these ratings is your Service Event score. Your average of the last 90 days of service events is your Current Rating and your average of overall ratings given by your customers since joining ServiceLive is your Lifetime Rating. ServiceLive displays both Current Ratings and Lifetime Ratings, therefore available to the public where only you and the Buyer see your Service Event rating. The Buyer will also have an opportunity to rate the Provider.
The five-point scale is comprised of the following:
5 – Highly Satisfied
4 – Very Satisfied
3 – Satisfied
2 – Somewhat Dissatisfied
1 – Dissatisfied
Provider Firm and Service Pro Reputation and Violation Process
For information about Provider Firm and Service Pro Reputation and Violation Process, see Provider Guidelines lesson in ServiceLive Introduction course for Providers.