**Guidelines for Difficult Interactions

Tips:

• An angry user who calls or comes through chat will typically not respond well to humor or light-hearted banter. Often they’ll want to vent and could respond negatively if not allowed to complete their story. Please resist the urge to try to lighten the mood. Even the most innocent laughter or clever commentary is likely to be unappreciated at best and potentially offensive. Let them vent. Interrupting should always be avoided.
• Ideally, we can get usernames and call back numbers at the beginning, BUT please err on the side of caution with someone angry, agitated, or irate. They may not be willing or able to finish providing details at a later time, and this may be your only chance to fully hear the scope of the issue.
• Many frustrated callers are sensitive to anything that might be considered a challenge to the legitimacy of their complaint. They want their concern taken seriously. Doing so can avoid potential conflict. Using a respectful, concerned tone can go a long way towards reassuring the caller that we are sincere in our offer to help.
• In many cases, the last thing an agitated customer wants to hear is “no”. Instead, tell them what options they DO have rather than what they DON’T have. Instead of saying “X” can’t be done, focus on the options that are available to them; what you can do to help them be successful.

If after every attempt is made to assist the user, including reaching out to a Senior Agent or TL, a call or chat may be disconnected after one warning. A warning should always be given BEFORE abruptly ending a call/chat. Here are some examples:

• I understand you’re frustrated with the situation and I want to help get this resolved. I must however ask for your cooperation so that I may assist efficiently.
• I know you’re upset and frustrated and need assistance getting this resolved. I can only help if we maintain mutual respect and professionalism, otherwise I will be forced to end the call/chat.
• I understand your frustration and I’m here to help. I’d like the opportunity to do so, but if you continue to use inappropriate language/direct insult, I will have no choice but to end the call/chat.

If user continues to be abusive after warning you may disconnect the call/chat using the sample script below while continuing to maintain a professional tone/voice:

I’m very sorry, but due to your continued behaviour and verbiage, I’m disconnecting the call/chat.

While we do not want to interrupt the user while they’re speaking, the examples below can be used when the caller pauses:

• It’s truly been a pleasure talking to you today. Please feel free to reach out again any time.
• I’ve enjoyed chatting with you today and hope I was able to resolve your issue.

Try to assist as best as possible. If user is not comfortable disconnecting, in the hopes that extending the call/chat will lead to an immediate resolution, be sure to reiterate the process they can expect (if applicable) and/or a realistic response time.

If the user is insistent on speaking to someone “in charge” and no one else is available, yet you cannot assist with resolving the issue, set up a follow up call or follow up email between you and the user or a supervisor and user.

Sample Script:

• I understand the urgency of this matter and I can assure you that we will look into it for you.
• I’m sorry that I am not able to connect you to a manager at this time, but I am happy to set up a call between you and a manager as soon as one becomes available.

Sample Script:

• I understand that this is not the ideal answer / resolution you were hoping for or expecting. However, we do have system limitations we’re not able override as well as policies and department procedures that we must adhere to. I do however, understand that this is important to you and I’m happy to forward your concerns/feedback to our Product Team for consideration. Is there anything additional that I can assist with? Please contact us again should you need further assistance.
• Although I am not able to make your requested changes at this time, I will be happy to communicate your concerns and/or suggestions to our management team.
• I appreciate the feedback and I'll make sure to pass it along to our Product Team.
• I think that's a great idea. I'll make sure to pass your feedback onto our Product Team.

Do you vet freelancers?
Thanks for reaching out. In general, we do not vet freelancers. In most cases, we do verify a freelancer’s identity. And in a few cases, freelancers with certain skills have been “Expert-Vetted,” meaning their skills have been vetted by experts in their field, under a new Upwork initiative we are testing out. However, when selecting a freelancer, it’s best to carefully review their profile, the feedback they’ve received from other clients, and take the time to interview them to determine if they are the right person for your project. We are not able to guarantee that the information any freelancer provides in their profile is true or accurate, or that the freelancer will be able to successfully complete your project. (Please see Section 10 of the User Agreement.)

Do you vet clients?

Thanks for your question. We do not vet clients. However, we do take action when we learn any Upwork user is not following our Terms of Service (TOS). We suggest that you take the traditional steps before working with a client, such as reviewing their information, checking out the feedback from their past contracts, and requesting a chance to discuss the project via an interview. To learn about how you can stay safe on Upwork, click here. 

 

Can you vet this specific freelancer / this specific client?
Thanks for your question. While we cannot vet a client on request, please let us know if you have any concerns about the client, such as they are violating our Terms of Service. To learn about how you can stay safe on Upwork, click here. 

How do I know if my freelancer/my client is legitimate?
Thanks for reaching out. We suggest that you take the traditional steps before working with someone, such as reviewing their profile, checking out the feedback from their past contracts, and requesting an interview to discuss the project. To learn more about how you can stay safe on Upwork, click here. 

 

What does Upwork do to ensure freelancers/clients are legitimate and not bad actors?

Thanks for your question. We invest heavily to keep Upwork safe and to make sure users are following our Terms of Service (TOS). Most of this work is setting up safeguards within our systems, but we also have widely known practices, such as requiring freelancers to verify their identity. That said, we are not able to guarantee that the information any freelancer provides in their profile is true or accurate, or that the freelancer will be able to successfully complete your project. We suggest that you take the traditional steps before working with someone, such as reviewing their information, checking out the feedback from their past contracts, and requesting an interview to discuss the project To learn more about how you can stay safe on Upwork, click here. 

What does Upwork do if they come across a bad actor?
Thanks for reaching out. When we find a user may be violating our Terms of Service (TOS) we investigate and may reach out to them for more information. In some cases, our investigation leaves us no choice but to permanently suspend a user’s account. We don’t like to take this step of course, but we want to make sure Upwork is a safe work marketplace for all. To learn about how you can stay safe on Upwork, click here. 

Does/will Upwork ever share my personal details with a freelancer or client?

Thanks for reaching out. Per Upwork’s privacy policy, users who have entered into a contract with one another may request the contact information of the other party, including name, company name, phone number, and mailing address. We review these requests on a per-case basis.

 

Important - If this is a situation where there is an immediate threat of danger (e.g. someone detailing actions they are taking right now), this may be a TSI case, please see a Lead immediately.

 

This process is for situations in which a user threatens to commit self harm and/or suicide. 

Definitions

• Threat - A statement of an intention to inflict pain, injury, damage, or other hostile action
• Self-Harm - The act of purposefully hurting oneself
• Suicide- The act or an instance of taking one's own life voluntarily and intentionally

1. Acknowledge, empathize, & treat with the utmost importance in all circumstances that involve threats of self harm and/or suicide. Threats should be acknowledged, support information should be provided to the user, and notification that their case will be referred to the appropriate team using a standard macro.       

 

a. For ticket/email cases, use this macro CS > Self-harm/Suicide Threat > General Response

i. If this is in relation to an action on their account taken by Upwork, use this macro: CS > Self-harm/Suicide Threat > Users Connecting Threat to Upwork Account Action

b. For phone/chat cases, this is the full verbiage of both macros to help, but also see the “What to Convey/Avoid” list below:

 

i. General Response - First, please know that I hear you [OR I hear how upset you are] and I want to help make sure you stay safe.

If you feel like you may harm yourself, please call your local emergency number, a therapist or counselor, or go to your local hospital for help.

I am concerned about you and hope you will seek assistance so you can start to feel better soon. 

 

ii. Users Connects Threat to Upwork Account Action - First, please know that I hear you [OR I hear how upset you are] and I want to help make sure you stay safe. 

If you feel like you may harm yourself, please call your local emergency number, a therapist or counselor, or go to your local hospital for help. 

Regarding your Upwork account, we will review your account in light of the concern you’ve raised and let you know if we are able to make any changes to the action taken on your account. We will let you know our decision once we have one. 

For now, please know I am concerned about you and hope you will seek assistance so you can start feeling better soon.

 

2. Send to Executive Escalations + CS Management by following the steps below:

1. Set customer’s ZD ticket to “Internal Note” and select the macro called “Request Type is Self-Harm Case”
2. A Side Conversation popup window will show, click “Send”

 

3. A new internal note item will populate at the bottom of the ticket showing the request. VERY IMPORTANT: Click on that new internal note “New Ticket: Self-Harm Case” to open the Child Ticket. 

 

 

4. In the Side Conversation window, please click the Ticket ID# to load the actual Child Ticket. Once clicked, this should have pulled right into the actual Child Ticket for viewing. 

 

5. Fill in the necessary information in the left-hand panel - CSLT User Type, CSLT User Account Status, CS Notes explaining what specifically occurred, the main ticket URL, & UID of the customer (must be the OBO URL, or ticket won’t save)
6. Once done, click SUBMIT AS NEW. EE and Management will be notified through Slack to handle ASAP.

 

What to Convey / What to Avoid:

For Chat & Calls, as these are live interactions, here are some additional elements to keep in mind to help throughout the interaction - 

 

Things we want to convey/share

1. Empathy

2. They should reach out to appropriate help

3. Any discussion should only be moving them toward reaching out for help


Things to avoid:

1. Avoid saying “I understand” or “it will get better” -- While we all have the same experiences (for example, the loss of a loved one), we all experience things differently and in our own unique way. Saying “I understand” or “it will get better” can sound insensitive to someone in crisis.

2. Avoid suggesting that they reach out to friends or family. Many people don’t have this option. 3. Avoid discussing mental health or making references to depression, etc. 

4. Avoid discussing Upwork or their account/suspension/policy to avoid escalating matters, unless the user makes it a part of their threat of self-harm. In such cases, please see the second macro provided above for the appropriate response. 

. 

For customers that communicate with Upwork customer support via phone, these calls may be recorded for QA or training purposes. When calling Upwork support, customers are alerted to potential recording through the IVR messaging.

These recordings are used for internal purposes and not available publicly. As such, these recordings cannot be supplied to customers at their request and Upwork does not consent to being recorded by the caller.

Response Verbiage

Customer indicates they are recording call:
“Upwork does not consent to your recording of this call. I’d be happy to assist you once you confirm the call is no longer being recorded.”

Customer refuses to stop recording:
“Unfortunately, we won’t be able to continue our call. Please feel free to reach out via [ticket/chat] or call back from an unrecorded line so we can assist you. Thanks for your understanding.”

Customer asks that they not be recorded by Upwork:
“Unfortunately, we won’t be able to terminate Upwork’s recording of this call. It is important that all calls be recorded by Upwork for QA and training purposes. I’ll be happy to continue assisting you via email if you’d prefer. Thanks for your understanding.”

There may be times when customers request to be supplied with Upwork's address for an in person visit. Customers may request this for any number of reasons such as to report an account issue or engage with the sales team.

In most cases, frustrated customers can be calmed with a bit of empathy and guidance, so it's best that we seek to understand the concern above all. To help in redirecting these requests, feel free to customize the macro below to align with the specific customer and situation.

** When in doubt, remember that your Team Lead is there to assist you. For a refresher on cases that should be escalated to EE, please click here.

Response to User who Insists for address to visit our office and/or see Upwork in person:

Thank you for contacting us. At this time, Upwork offices are not open to the general public. We do have a mailing address for correspondence, and know that our team is fully capable of supporting you through our designated email, chat, or phone channels. 

Mailing address:
Upwork
655 Montgomery ST
STE 490, DPT 17022

San Francisco, CA 94111-2676

There may be times when customers request to speak to the CEO or other members of the leadership team. Customers may request this for any number of reasons such as to report an account issue, provide feedback, or to market a product. 

In most cases, frustrated customers can be calmed with a bit of empathy and guidance, so it's best that we seek to understand the concern above all. Ask probing questions and give assurances that we are vested in providing a solution. 

To help in redirecting these requests, feel free to customize the macro below to align with the specific customer and situation.

** When in doubt, remember that your Team Lead is there to assist you. For a refresher on cases that should be escalated to EE, please click here.

Response to Requests to speak to CEO / other members of Upwork’s Leadership Team:

Thank you for contacting us. While we don’t divulge direct contact information for our team members, we do want to make sure you get the support you need. Can you tell me a bit more about [[PARAPHASE ISSUE]]?

There may be times when customers request an agent's full name and/or "employee ID". Customers may request this for any number of reasons, though you may find that the majority are due to a potential escalation. 

In the event of such a situation, be sure to display a bit of empathy and guidance. Seek to understand the concern above all by asking probing questions and giving assurances that we are vested in providing a solution. 

To help in redirecting these requests, feel free to customize the macro below to align with the specific customer and situation.

** When in doubt, remember that your Team Lead is there to assist you. For a refresher on cases that should be escalated to EE, please click here.

Response to Requests for FULL Agent Name / Work ID:

"Thank you for contacting us. While we don’t divulge direct contact information for our team members, we do want to make sure you get the support you need. My first name is [[YOUR NAME]] and your ticket ID is [[NUMBER]]. This number can be used to reference this conversation, and I am escalating this now. You can expect a follow up within..."