Get Kudos from customers (without bribing them)

Get Kudos from customers Without bribing them.

Claire Talbott, Customer Service

In UserVoice Helpdesk, customers can give Kudos when they like a response that a customer service agent has given them.

What are Kudos?

Basically, a Kudos is a thank you.

Editor’s note

Why is Claire qualified to tell you how to get Kudos?

Because she has the most Kudos and the highest Kudos

rate of anyone on the UserVoice support team.

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?

There are 3 tricks...

Ok, so how do I get these Kudos?

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….

Empathizing shows…

•  You value the customer.

•  You understand.

•  That you’re a human being.

But how do you show empathy?

2. Empathize

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

•  Phrases that “Tell” o  We’re sorry for the inconvenience o  We apologize for the delay o  We’re experiencing technical difficulties o  We cannot accommodate your request

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

to use that feature. o  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…

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

Show don’t tell

•  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

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

Thanks!

Claire Talbott Customer Support, UserVoice

Thumb up photo - http://www.flickr.com/photos/365mayhem/3313534200/ Monkey photo - http://www.flickr.com/photos/e3000/4206684936/ Borg photo - http://www.flickr.com/photos/nathaninsandiego/5971745224/ Turtle photo - http://www.flickr.com/photos/healfdene/2901232520/ Penguin photo - http://www.flickr.com/photos/47456200@N04/4420685478/ Show photo - http://www.flickr.com/photos/stuhaury/7416832866/ 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/

Photo credits