Get Kudos from customers…without bribing them.

Claire Talbott, Customer Service

Sunday, April 21, 13

What are Kudos?

Basically, Kudos are a way of saying thank you.In UserVoice Helpdesk, customers can give Kudos when they like a response that a customer service agent has given them.

Sunday, April 21, 13

Because…

• It means you’re doing your job well

• They’re fun

• You get 15 points on the team leaderboard

• You exceeded the customer’s expectation

Why should you care about Kudos?

Sunday, April 21, 13

Because I have the highest Kudos rates at UserVoice.

Why am I qualified to talk to you about Kudos?

Sunday, April 21, 13

Ok, so how do I get these Kudos?

There are 3 tricks…

Sunday, April 21, 13

Write like a human being, like you’re actually talking to a person across the table.

You don’t want to sound like a script, a corporate monkey or lifeless robot.

Which would you choose?

“Let us know if you need clarification on any other details regarding your account.”

Vs.

“Let me know if you have any more questions.”

1. Write like a human being….

Sunday, April 21, 13

Empathizing shows…

• You value the customer.

• You understand.

• That you’re a human being.

But how do you show empathy?

2. Empathize

Sunday, April 21, 13

Customers…

• May have limited technical knowledge.

• Don’t understand how much information you actually need to pinpoint a bug.

• Don’t grasp that “your app isn’t working” could mean 10 different things.

• If non-native English speakers, probably have just as much trouble understanding you as you do them.

Get into character

Sunday, April 21, 13

Phrases that “Tell”• We’re sorry for the inconvenience• We apologize for the delay• We’re experiencing technical difficulties• Thank you for the feedback

Phrases that Show• That’s not good! You certainly need to be able to

use that feature.• I see what you mean. Your suggestion does make

a lot of sense. I created an idea for it on our Feedback Forum to the get the discussion started…

• Something is going on. Our system doesn’t seem to like your profile for some reason (but we do!).

Show, don’t tell

Sunday, April 21, 13

• Get back to the customer quickly.

• Hunt down answers if it’s a question you don’t know the answer to.

• If it’s a bug, figure out what’s going on and keep them updated.

• Be honest if it’s taking you some time to figure out what’s going on.

• Let the customer know when the bug is fixed.

3. Solve their problems

Sunday, April 21, 13

1. Talk like a person (a nice one)

2. Empathize

3. Solve the Problem (or find someone who can)

Exceeding customer’s expectations isn’t that hard

Sunday, April 21, 13

Claire TalbottCustomer Support, UserVoice

Thumb up photo - http://www.flickr.com/photos/365mayhem/3313534200/Turtle photo - http://www.flickr.com/photos/healfdene/2901232520/Penguin photo - http://www.flickr.com/photos/47456200@N04/4420685478/Cat photo - http://www.flickr.com/photos/69302634@N02/7546711860/Thank you photo - http://www.flickr.com/photos/darwinbell/2602728681/Goldfish photo - http://www.flickr.com/photos/louish/5575457829/

Thanks!

Sunday, April 21, 13