This week in support

Let’s talk a little bit about some of the misconceptions about Member Support/Customer Service people.

  1. We’re not all about to grab two beers, pull the emergency exit button and jump down the slide.
  2. We don’t typically use scripts and guidelines and speaking points.
  3. We don’t always tell you what you want to hear, but we should always tell you the truth as we know it.

So that’s a lot of "don’ts." Let’s talk a bit about some of my “do’s” of supporting members.

First and foremost I believe in being honest – sometimes painfully so. It is not abnormal to hear me say things like “I have absolutely no idea of why you’re seeing that …” or “Hmmm, I’m sorry, it looks like things aren’t exactly working as designed…” these statements are generally 100% accurate – I am absolutely sorry, and I really don’t know why things are going sideways.

Second, I’m a fierce advocate for the member. So fierce, in fact, that I hold myself back from calling you all “my members”. If you could eaves drop on a Currensee executive team meeting you’ll often hear me say “it doesn’t really matter what I think, I’m here to represent our members and I think that THEY would think…” Now, that said, there are an awful lot of you, so what one group may think can be very different from another group.

Third, you are welcome to ask questions – and as many as you’d like. You are not “bothering” me when you ask me a question. That said, I’m not always the best person to answer your questions nor am I the most accessible. I do, however, have a whole team of people at the ready to answer your questions, and if for some reason they can’t answer your questions there’s an escalation procedure for both urgent and non-urgent issues. Put your trust in them, they’re a good group of people with hero complexes and they want to help you. Plus, they’re available in the way that you want to interact with them. Are you a phone person? Then pick up the phone and call them. More of an email person? Great, they’re available by email. Love the convenience of chat? Yup, we offer it. We are, in fact, the first social network to offer fully integrated support solutions. Good luck finding a servicing contact on Facebook or LinkedIn!

Last, the customer deserves respect until proven otherwise, but so does the support person. I believe that I’m not only an advocate for (my) members, but also for my support staff. Customers deserve respect. They have choices and can go elsewhere with their business. They deserve to be listened to and responded to and treated well.  The same, however, is true for members of the support team. Support people deserve respect. Support team members can work elsewhere. They deserve to be listened to and responded to and treated well. The long and short of it is that we’re all human beings and deserve to be treated with dignity and respect.

(It should not shock you to know that I’m the person who talks to the counter-person at the airlines using his or her first name, telling him or her that the wait was not big deal, even telling them not to be frazzled and to take his or her time … you know what they say, you catch more bees with honey than with vinegar)

In conclusion, be honest and treat people like people.

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Be sure to read the full risk disclosure before trading Forex. Please note that Forex trading involves significant risk of loss. It is not suitable for all investors and you should make sure you understand the risks involved before trading. Performance, strategies and charts shown are not necessarily predictive of any particular result. And, as always, past performance is no indication of future results.

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Be sure to read the full risk disclosure before trading Forex. Please note that Forex trading involves significant risk of loss. It is not suitable for all investors and you should make sure you understand the risks involved before trading. Performance, strategies and charts shown are not necessarily predictive of any particular result. And, as always, past performance is no indication of future results. Investor returns may vary from Trade Leader returns based on slippage, fees, broker spreads, volatility or other market conditions.

In this day and age, rewards programs are all over the place. For instance, one of my credit cards offers points for purchases, sounds good right? Wrong. I can only use those points to buy overpriced off-brand items in the credit card company’s special “store.” Another credit card offers miles on an airline but to travel within zone 1 I need 50,000 points and if traveling from zone 1 to zone 2 I need 85,000 points and don’t even think about flying abroad because I think that takes a million points and my first born (and sorry, I’m not giving him up … but see me in 12 years or so when he’s a teenager!) - Did you even follow that? I didn't. Different amount of points for flying to different zones, huh? What? Canceling that card!

So, when Team Currensee was sitting down to come up with our Rewards program we really thought a lot about how to structure it and how to keep it relevant for our members.

The Currensee Rewards Program gives our members the chance to earn rewards for trading and being active members of the Currensee community (makes sense so far, right??). Members automatically earn Currensee Bucks for inviting friends to join Currensee, posting questions, comments, polls or replies to topics posted by others in the Community, complete your Currensee Trading Profile, or name Currensee as the Introducing Broker on your trading accounts - phew that was a mouth full! And here’s the best thing – none of it costs you a red cent! That’s right – your spreads won’t increase and you won’t be charged any additional fees for naming Currensee as your IB.

You might ask “what can I do with these great Currensee Bucks?” Well, I’m glad you asked - you can use your Bucks toward the purchase of items in the Currensee Marketplace (see, it all works together – you make friends on Currensee and get new trading ideas, make trades, receive some Bucks for your participation, then spend your Bucks on Forex-related products and services brought to you by Currensee - that will teach you new trading techniques, some additional market analysis, access to trading rooms, so you post about it, make more trades, earn more Bucks, and the circle of Currensee Rewards goes on and on … almost like we planned it that way! Oh, wait, we did!)

Now you're pumped about Currensee Bucks and you want to know more about the Currensee Rewards Program. Check it out http://www.currensee.com/help/currensee-rewards-program. Want to see the great products and services in the Currensee Marketplace? Log into your Currensee account and check out the Marketplace tab.

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Be sure to read the full risk disclosure before trading Forex. Please note that Forex trading involves significant risk of loss. It is not suitable for all investors and you should make sure you understand the risks involved before trading. Performance, strategies and charts shown are not necessarily predictive of any particular result. And, as always, past performance is no indication of future results.

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Be sure to read the full risk disclosure before trading Forex. Please note that Forex trading involves significant risk of loss. It is not suitable for all investors and you should make sure you understand the risks involved before trading. Performance, strategies and charts shown are not necessarily predictive of any particular result. And, as always, past performance is no indication of future results. Investor returns may vary from Trade Leader returns based on slippage, fees, broker spreads, volatility or other market conditions.

I can’t tell you how many times a member of Currensee (who has been around for quite a while) will ask questions like “so this Market Watch thing on my Dashboard, how does that work?” and I cringe thinking “If only you’d known you could have been using it all along!”

Which brings me to this week’s topic – education.

I remember my first cricket match where I sat there, bored out of my skull, wondering why everyone was so excited when I was so bored! Shortly thereafter a friend from India came to a baseball game in the US with me (go Sox!) and was equally confused. He was bewildered and overwhelmed with what was going on.

All of a sudden it came to me – excitement for the sake of excitement isn’t necessarily contagious, you need to have a basic understanding of what’s going on, who the players are, who’s making the calls, etc.

With that in mind, check out the Currensee Dashboard. As you roll your mouse over the different widgets you’ll see that most of them have a question mark (?) near them. Click on the question mark to get more information about a particular widget. For instance, if you click on the ? for the Market Watch Widget you’ll see:

For each currency pair, the length of the red or green bar to the right and left of the vertical black line is representative of the percentage of volume in the community in a long and short stance for each currency pair. The price shown is the current price for each pair. Color indicates the stance (long or short) is either profitable (green) or not (red) on average. Hover displays the average entry price for traders short and long as well as the number of traders in each stance. Those traders you are connected to who have taken positions in the pair are displayed. For more detailed information, visit http://www.currensee.com/help/market-watch-widget-social-indicators.

See, it’s more than just currency pairs and random red and green bars!

Once you check out the question mark you suddenly get a whole lot more out of the social analytics available on the Currensee site; kind of like getting excited when a bowler takes a hat trick OR Big Papi hits one over the Green Monster for a game-winning grand slam - all right here on Currensee!

In summary, fundamentals are the building blocks of fun.

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Be sure to read the full risk disclosure before trading Forex. Please note that Forex trading involves significant risk of loss. It is not suitable for all investors and you should make sure you understand the risks involved before trading. Performance, strategies and charts shown are not necessarily predictive of any particular result. And, as always, past performance is no indication of future results.

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Be sure to read the full risk disclosure before trading Forex. Please note that Forex trading involves significant risk of loss. It is not suitable for all investors and you should make sure you understand the risks involved before trading. Performance, strategies and charts shown are not necessarily predictive of any particular result. And, as always, past performance is no indication of future results. Investor returns may vary from Trade Leader returns based on slippage, fees, broker spreads, volatility or other market conditions.