How can you truly delight customers? As top performer on the UserVoice support team, I walk you through how I rake in the Kudos. Learn more about how UserVoice can help you delight your customers at http://www.uservoice.com/helpdesk.

1. Get Kudos from customers
…without bribing them.
Claire Talbott, Customer Service
Sunday, April 21, 13

2. 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

3. 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

4. Because I have the highest
Kudos rates at UserVoice.
Why am I qualified to talk to you
about Kudos?
Sunday, April 21, 13

5. Ok, so how do I get these Kudos?
There are 3 tricks…
Sunday, April 21, 13

6. 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

7. 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

8. 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

9. 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

10. • 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

11. 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

12. Claire Talbott
Customer 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