Koodo Community

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Change the Community "Noob" title to something positive.


Hi all, As a first time community helper, I just had a great experience helping a lady who was having issues with their son's phone while travelling abroad. This client was in distress, and my initial thought after starting to deal with the issue at hand and awaiting answer to some questions so I could help further was that new people arriving on the community for help immediately get a "Noob" brand. I felt her pain and worry, and the last thing I hope she noticed was that she was being given a negative name for joining the community to seek help. As someone that works in tourism and customer service, this isn't the first impression I think we want to make here and it should be easy enough to change. I know many people coming here may not care, but those that are in an emotional state do not need to be called a Noob to add to their frustration. Surely we can come up with a better title that is a little more inviting to newcomers seeking assistance. I don't immediately call my customers who don't know how to run one of our rental houseboats a noob because they first arrived and have no experience with them. It's just bad business. A suggestion in the same theme as we have here with more positive connotations would be "Seeker", giving the sense of someone seeking knowledge, which most people coming here for the first time are. Once they have sought enough knowledge, they would progress to the higher levels of knowledge titles we have in place. I think this would be a good step in helping keep our attitude in check with those coming in, labeling them with a positive title, rather than a negative sounding one. It's a positive reminder for those working here of the importance of the people asking questions, and a positive note to arrive on. While this might seem a small token, it's the small things that that help build a great experience.

21 replies

Userlevel 1
My 2 cents, I think this is more of a disparity between generations then an actual problem or pejorative title. "Noob" is a commonly used word by the 10-30 that grew up with technology and such. Since Koodo's target clientele is the younger crowd, using the title "Noob" is to catter specifically to that group age. I might be wrong, but that's what I can observe up to now...
Don wrote:

My 2 cents, I think this is more of a disparity between generations then an actual problem or pej...

Oh, I understand where it comes from, and I'd use it in everyday language with friends, but whether it is catering to the demographic or not, it has a negative connotation to it. Do you like being called a noob? Sure, it's fine when you doing great and can laugh it off (because it's usually a joke), but if you're in a state like the lady I was talking to tonight, throwing insult at injury (because let's face it, the base meaning of the word is an insult) isn't the best thing we could do as a customer care community. Noob means you don't know anything. In this kind of situation, I think we can do better than telling someone they don't know anything, even if it's true. That's what good customer care is about. And to be honest, I didn't think about it or give it a second thought until tonight, when I was helping this lady in distress. It would have been a non-issue for me because I fit that tech generation (even if I'm a bit over the age group). But today I realized as I was probably talking to an older lady who might not get that reference, or in a bad emotional state and take it wrong, that maybe it's something that could be changed for the better. Being positive with a customer is one of the best ways of keeping a customer. Oh, and a friendly /wave from about 1.5 hours away... 🙂
Userlevel 6
Don wrote:

My 2 cents, I think this is more of a disparity between generations then an actual problem or pej...

There is a simple solution......answer a few questions and get to the next level. 🙂 I'm not bothered by 'noob' at all though.
Userlevel 1
Don wrote:

My 2 cents, I think this is more of a disparity between generations then an actual problem or pej...

I think you're a little bit more than 1.5 hours from me buddy xD
Don wrote:

My 2 cents, I think this is more of a disparity between generations then an actual problem or pej...

Wait, which Sudbury are you from?
Userlevel 1
Don wrote:

My 2 cents, I think this is more of a disparity between generations then an actual problem or pej...

Wait, no, you are right, because northern ontarians always go 40 over the limit, I suppose one of us could get to the other's town in 1.5 hours lol my apologies.
Don wrote:

My 2 cents, I think this is more of a disparity between generations then an actual problem or pej...

We have to, a person could get old driving from town to town... 🙂
Userlevel 7
Badge +4
I don't think anybody pays attention to these titles (except perhaps ones who aim for a position)... older people won't even look at it and younger ones don't know better than that they are assigned some "noob" title. At first all these little badges and "well dones you're on your way to such and so status" and "whooo hoooo you got another 10 points for posting, keep doing it and you'll be a whiz before you know it!" drove me bonkers... truth be told it almost made me leave this forum again because I thought them so infantile. After a while though they grow less annoying. If somebody is in a panic or very upset, I think a small printed "noob" next to their name it's the last thing in the world they notice. Iglooman I saw the thread you are referring to and I can almost guarantee that that particular lady had far, far other things on her mind than worry about a "noob" status... but that is just my thought 🙂

Userlevel 7
Badge +4
I don't think it's an issue and I wasn't offended by bit when I first started contributing to the community. This just seems like your looking around thinking what can I make a post about to get some more points and badges. That's my opinion don't take offense by it, just the way it comes off to me personally. You stated that "is this the first impression WE want to make" Do you work for Koodo? We all know that you work in a tourism place but Don you work for Koodo as well? The forum & Koodo in general is a fun easy going atmosphere & that's the approach they take with everything and it works extremely well, there is no need to try to be serious and politically correct in any serious way.
Userlevel 1
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

lmao, I certainly don't. Although the "Do you work for Koodo" made me laugh quite bit xD As for my intervention, I just gave a subjective personal observation.
Userlevel 7
Badge +4
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

I meant Do you work for Koodo not Don work for Koodo lol, to the OP. sorry Don lol
Userlevel 1
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

Ahahaha, I am still laughing about it. Kid you made my day. xD
Userlevel 7
Badge +4
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

;-)
Badge +4
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

noob...lmao!
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

Look, I don't know if you feel threatened by me, or what. For a guy that makes an average of 280 posts a week, and seeing some of the comments you make to make those posts... It's like the pot calling the kettle black. But that's just my opinion, don't take offense by it, it's just the way it comes off to me. Think what you want. Say what you want. Try and recruit people to TeamAndroidCanada. I frankly don't care. I've stated why I put the suggestion in, and if you don't believe it, that's fine. I didn't do it for you. I'm more of a proactive kind of person when it comes to damage control. If I can see a potential issue, I like to try and get it out of the way before it becomes one. How many people, if they were offended, would take the time to say anything as to why they won't be back. I learned this lesson well running an adult gaming guild - online people are fickle even in a 'relaxed' environment, and will leave at the silliest of things. My idea was directed at Koodo, and if they feel there's 'no need to try to be serious and politically correct in any serious way', that's their prerogative. Sure, I used the word 'WE'. No, I don't work for Koodo. But if giving support in their community doesn't make you at least a small part of the team, well, forgive me for my use of the word. Apparently Koodo thinks enough of people working here, since they choose to honor the ones that they feel do well with benefits. When I'm here, I'll be doing my best to handle myself in a professional manner to help folks and give input I think is worthwhile while having a little fun. If you don't think this is a place we should try to be serious, that's fine. I'm not against joking around, and have had some laughs with some of the folks here, but when I see a lady that is P/O at customer service, frantic, and concerned for their son, to me, that's time to be serious, politically correct, and attempt to defuse the emotional tension while helping. You can handle it in whatever manner you wish, but this was her next stop after customer service, and she'd already had a bad experience. Treat her poorly here, and she's another step out the door.
Userlevel 7
Badge +4
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

Ok, sorry to burst your bubble but Trust me I don't feel threatened and what posts are you talking about of mine where you get the impression that would make you say calling the kettle black? I'm sure the lady your talking about didn't even notice the Noob thing or would care in any way, it's a playful term and nobody has ever said anything about it what so ever. I was just curious if you were an employee because of your comment suggested you were part of the Koodo team. I wouldn't say that we are a part of the Koodo team at all and it is not to come across that we are Koodo employees & they don't want ppl to think that we are Koodo employees in any way. I think you do an excellent job here in most areas and I'm not taking anything away from that. I just have been here for a fairly long time and am passing along anything I have learned from how Koodo want things run here & I have tried to let you know here and there when your doing stuff different. I won't let you know anything from now on and wait till the moderators tell you certain things. This particular post as well as others from you are always trying to say that things are not professional and image is everything because you rent house boats and that's not how you would do things but you don't get that Koodo it's about being professional and they are not going to change that. If you like things like that then Bell would pribably suit you. Anyways keep up the good work that you are doing.
Userlevel 1
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

Honestly, we live in a society where people take offense for everything...
Userlevel 7
Badge +4
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

I don't take offense at the title, but I also also don't mind if it's changed.
Badge +4
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

Or could it be we live in a society where everyone has an opinion for everything...
Userlevel 7
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

Rikkster i found that offensive to those with no opinion. I told them about it but shockingly, they didn't care.
Userlevel 7
Badge +4
Paul "Kid Android" Deschamps wrote:

I don't think it's an issue and I wasn't offended by bit when I first started contributing to the...

Hahaha, Chad, that's a deep one 😃

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