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Concepts

The handbook

Your rules, written once, followed every time.

The handbook is your house rules, written in plain words. You write it once, and every agent follows it every time.

What to put in it

  • How you sound. "Friendly, never pushy."
  • What needs your OK. "Ask before posting anything."
  • Hard limits. "No discounts over 10%."
  • Facts about your business. Opening hours, shipping times, return policy.

Tips

  • Keep each rule short and specific.
  • Write rules the way you'd brief a new hire.
  • If an agent keeps getting something wrong on Performance Day, that's usually a rule worth adding.