Ten Tips to Learn to ChaCha

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Ten Tips to Learn How to ChaCha
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10. Laugh With Them Not At Them!

• Many questions that are asked by customers
  are lighthearted and should be replied to in a
  lighthearted way. It is great when you put a
  smile on a customers face by telling a joke,
  maybe teasing them a bit, or making a hilarious
  statement. Just like anything else though, there
  is a time for being serious. It may seem silly
  that someone would take your statements
  seriously, but believe it or not some people are
  just looking for someone, anyone, to listen and
  understand how they are feeling. Sometimes it is
  the simple act of compassion that can truly make
  a difference in someones life. So think about
  what you type before you send it. Sometimes it
  is a laugh that the customer needs and sometimes
  the customer needs to feel that they are not
  alone in this often difficult world.

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9. Knowledge is Power!

• ChaCha is an ever changing universe and there
  are always new things to learn about. Whether it
  be new ways to quickly and effectively answer
  questions, tips, or FAQs on how to improve your
  service, there is always something new to learn.
  Take a stroll on over to ChaCha University or the
  KnowledgeBase for a refresher or to get some
  great tips. Another great way to learn about
  ChaCha is from other guides themselves, so go on
  over to the forums where you can talk to other
  guides. The more you learn about how to use
  ChaCha the more effective you will be because
  knowledge is power.

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Getting to ChaCha University, Forums, and
KnowledgeBase Method 1
Sign into ChaCha Universe and from here you can
click on Forum to go to the Forums, KnowledgeBase
to go to the KnowledgeBase, and SearchU to go to
ChaCha University.
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Getting to ChaCha University, Forums, and
KnowledgeBase Method 2
1. This is the web address to ChaCha
Underground. Enter it into your Browser.
2. Sign in Here with your ChaCha username and
password. Once you are signed in you will be able
to go the University, Forums, or KnowledgeBase.
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Another Method to Get to ChaCha University
1. This is the web address to ChaCha University.
Enter it into your Browser.
2. Sign in Here with your ChaCha username and
password. Once you are signed in you will be able
to access all the information found in ChaCha
University.
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Another Method to Get to the KnowledgeBase
This is the web address to ChaCha KnowledgeBase.
Enter it into your Browser to get to the
Knowledgebase.
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8. GuessMess!

• If you think you know the answer to a
  question but you are only about 70 sure, then it
  is best not to risk the other 30. Nothing can
  be more frustrating for the customer than to
  think they got the right answer only to find out
  that it is, in fact, wrong. Incorrect
  information has a way of spreading, whether
  through word of mouth or maybe by other ChaCha
  guides who use your incorrect answer over again.
  Dont guess if you are not sure if you know the
  correct answer and be aware of any sources you
  are using, as some are more accurate than others.
  Remember taking a guess can lead to a huge mess!

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7. Questions on the Side Can Save Your Hide!

• Sometimes you look at the question and you
  have no idea what the customer is asking. Well
  take heart the answer may lie on the previous
  questions the customer asked on the right hand
  side of the Expedite tab. So take a moment to
  look at those previous questions and you may
  discover exactly what the customer needs. Maybe
  the customer had asked for lyrics of a song
  previously and their text of the word more is
  to indicate they want more of the lyrics. When
  the customer asks a question like What else?,
  they may be asking for more answers to their
  previous question. It only takes a second to
  take a look at the previous questions and it can
  give you the final piece of information you need.
  You can be sure those questions on the side can
  sometimes save your hide!

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Where to Find Previous Questions a Customer Asked
1. Make sure you are on the Expedite Tab.
2. Here is where you can find the Previous
Questions Asked by the Customer.
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6. Be a Detective!

• Sometimes the customer sends you a question
  that is a little confusing so you have to figure
  out what it is they are asking or you may need
  more information in order to answer the question.
  In these cases you need to be a detective. One
  clue to what the customer is asking is to look at
  questions the customer previously asked. Another
  place to go for clues is the customers location
  information. If the customer is asking for the
  closing time of Best Buy and they dont give you
  a location, it is most likely one in their last
  location. Sometimes you will need to get more
  clues from the customer in order to give them the
  answer they want. For example they might want to
  know Who Jane Smith is, but since there are many,
  many Jane Smiths you will need to get more
  information about Jane Smith such as her hometown
  or date of birth (hint use the clarifyWHOIS if
  you need additional information for a who is
  question). Then there will be times where you
  just cant figure out what the customer wants.
  In this case it is best to ask the customer to
  clarify what they are asking by using the clarify
  button. So pull out your magnifying glass and
  get ready to earn your detective badge!

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Where to Find the Location of a Customer
Here is where the Location of the Customer can be
found.
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How to Clarify Who Is Questions
1. Make sure you are on the Quick Answer Tab.
2. Click on Clarify.
4. Select one of the replies to ask the Customer
for more information.
3. You will then be able to Click on
clarifyWHOIS And
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Location of Clarify Button
The Clarify Button should be used when you cannot
understand the question. It is located in the
Expedite, Quick Answer, and Finders tabs.
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5. Dont be a Bad Date!

• We have all had one, a bad date and it can
  ruin your day. Believe it or not you can give
  your customers a bad date as well. Each PAQ
  (Previously Asked Question) is dated and
  sometimes if you dont pay attention to the date
  the answer was developed you may send out
  incorrect information to the customer. You need
  to also be aware that many websites are not
  updated, so be careful that any site you use as a
  source has the most up to date information.
  Imagine that you wanted to know when your
  favorite show was on and the ChaCha guide sent
  you an answer from last year and because of that
  you end up missing the show. You wouldnt be
  very happy at all. Or imagine you wanted to know
  the current stats for your favorite player and
  you later discover the ChaCha guide sent you
  stats from last season! Pay attention to the
  date on the answers you send, it can make all the
  difference. No one wants a bad date!

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Where to Find PAQ Dates
1. Make sure you are on the Expedite Tab.
Click on the to see a specific answer and date
And
4. Dates are located at the bottom right corner
of the answer.
2. Click on Expand All to see all the answers
and dates OR
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4. Let the Games Begin!

• If making a little cash and helping others
  isnt enough incentive to be a ChaCha guide, not
  to worry-there are also tons of contests to
  motivate you. Whether it is a bonus for a
  certain amount of questions in a certain amount
  of time, rewards for most awesome answers, or
  contest for developing amazing training (like
  this training), there are opportunities out there
  to increase your cash flow. So read those emails
  from the ChaCha Billy Goat, go to the forums, and
  read your sign-in screen for all the wonderful
  ways to earn some extra cash. Its a win-win for
  everyone-you, ChaCha, and the customers!

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3. Clean It Up!

• In order to get accurate PAQs or to get more
  accurate results when doing research on the
  internet, it is sometimes necessary to fix
  spelling and grammatical mistakes. For instance,
  if the customer texts Enancipation Prolimation
  you might not get any PAQs. In this case it is a
  good idea to clean up the question to What is
  the Emancipation Proclamation?. This way you
  will get the PAQs you need when you do a new
  search. Expeditors, you will also need to clean
  up the spelling and grammatical mistakes before
  you send the question on to another guide. It is
  also a good idea to sometimes paraphrase and/or
  rephrase a question if you are not getting
  results. For example, sometimes the customer
  will give you too much information. For instance
  the customer might text President who was tall,
  with big hat, who was shot, and freed the slaves
  was in what war?. This might lead you to get
  PAQs about how tall Lincoln is, what type of hat
  he wore, and so on but no results that say it
  was the Civil War. In this case it is better to
  paraphrase the question to What war took place
  when Lincoln was president? and run a new
  search. It is a also a good idea to rephrase a
  question when you believe there should be PAQs
  that have the answer but you dont get any.
  Sometimes just re-wording a question will get you
  what you need. So remember, clean it up!

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How to Do a New Search for PAQs
1. Type in the cleaned up question here.
2. Click on Search Again to get new PAQS
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2. Frustration Elimination

• You often will get a customer who is upset
  and/or angry about the previous answer they
  received. Sometimes you will even get a little
  pop-up or alert bar warning you that the customer
  is frustrated and to be careful to send the
  correct answer. It is important that you take
  care when answering a frustrated customer because
  another incorrect answer only leads to greater
  frustration on the customers part. Take a
  little more time on these questions to be sure
  you are answering correctly. By giving the
  customer the correct answer we are ensuring that
  they continue to use ChaCha. Remember the more
  people who are satisfied the more the word will
  spread about ChaCha and this means more questions
  (and money) for us!

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Examples of Frustrated Customer Alerts
Alert Bar warning that Customer is Frustrated
Pop-up warning that Customer is Frustrated
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1. Have a Ball!

• Working as a ChaCha guide is fun!! Not only
  do you get to learn new things, you can make a
  positive impact in someones life. You can
  decide how your experience at ChaCha goes. It
  can be grueling and horrid, or it can be fun and
  inspiring. Having an upbeat, positive add means
  you will give great answers and make repeat
  customers, which makes you more money! Time does
  equal money and time flies when you are having
  fun! So enjoy yourself, share a laugh, and make a
  little cash!