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

2. What are Kudos?
Basically, a Kudos is a thank you.
In UserVoice Helpdesk, customers can give Kudos when they
like a response that a customer service agent has given them.

3. 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.

4. Why should you care about Kudos?
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

5. Ok, so how do I get these Kudos?
There are 3 tricks...

6. 1. Write like a human being….
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."

7. 2. Empathize
Empathizing shows…
• You value the customer.
• You understand.
• That you’re a human being.
But how do you show empathy?

8. Get into character
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.

9. Show don’t tell
• 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!).

10. 3. Solve their problems
• 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.

11. Exceeding customer’s expectations isn’t that
hard
1. Talk like a person
(a nice one)
2. Empathize
3. Solve the
Problem (or find
someone who
can)

12. Thanks!
Claire Talbott
Customer Support,
UserVoice

13. Photo credits
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/