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Author |
Thread Statistics | Show CCP posts - 1 post(s) |
Syninder
Kuhri Innovations
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Posted - 2009.08.03 08:58:00 -
[331]
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Dr BattleSmith
PAX Interstellar Services
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Posted - 2009.08.03 09:41:00 -
[332]
Do you think this thread might indicate a problem?
Be a good idea to fix this before much else CCP. A support crash could well equal a subscription crash.
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Information Broker
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Posted - 2009.08.03 09:43:00 -
[333]
Think WoW GM's will take care of Eve-Related stuffz, they're half competent
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Dr BattleSmith
PAX Interstellar Services
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Posted - 2009.08.03 09:57:00 -
[334]
Originally by: Information Broker Think WoW GM's will take care of Eve-Related stuffz, they're half competent
They actually have quite a decent training system in-place for GMs right? Remember seeing something about their support on TV.
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Daveincius
Psykotic Meat Wildly Inappropriate.
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Posted - 2009.08.03 10:00:00 -
[335]
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framolia
Mercurialis Inc. Wildly Inappropriate.
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Posted - 2009.08.03 10:10:00 -
[336]
"My opinions are my own and not of my corp or alliance!" |
Cat silth
Divine Power.
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Posted - 2009.08.03 10:18:00 -
[337]
signed Fish Fish Fish |
Sethile
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Posted - 2009.08.03 10:33:00 -
[338]
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LaVista Vista
Conservative Shenanigans Party
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Posted - 2009.08.03 10:52:00 -
[339]
Important link. Nuff' said.
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Firvain
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Posted - 2009.08.03 11:05:00 -
[340]
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Wraith101
Gladiators of Rage Wildly Inappropriate.
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Posted - 2009.08.03 11:15:00 -
[341]
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Taeyn
Pat Sharp's Potato Rodeo Wildly Inappropriate.
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Posted - 2009.08.03 11:46:00 -
[342]
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Lt George
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Posted - 2009.08.03 12:42:00 -
[343]
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Tailla
Wildly Inappropriate.
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Posted - 2009.08.03 13:02:00 -
[344]
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JasonKuehn
The Graduates Morsus Mihi
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Posted - 2009.08.03 14:11:00 -
[345]
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Ataman Sirko
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Posted - 2009.08.03 14:14:00 -
[346]
Edited by: Ataman Sirko on 03/08/2009 14:14:28
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5agaydachniy
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Posted - 2009.08.03 14:15:00 -
[347]
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6onta
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Posted - 2009.08.03 14:17:00 -
[348]
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Nikodiemus
Lone Star Joint Venture Wildly Inappropriate.
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Posted - 2009.08.03 14:22:00 -
[349]
Let us not forget multiple GM not knowing POS sov mechanics when an issue was petitioned by WI. Another good example of GM lacking basic knowledge there.
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DaiTengu
GoonFleet GoonSwarm
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Posted - 2009.08.03 15:19:00 -
[350]
Awhile back we had an obvious glitch in the game where a POS moved from one moon to another moon, and was inside another POS. Neither POS could be targeted. Should someone have wanted to come along and siege that system, we would have been petitioned for an exploit.
It took them *3 WEEKS* to even respond to my petition about it. After about 2 weeks I filed a stuck petition, and a GM, who was actually competent, came in and destroyed the bugged POS for us. It only took 5 minutes.
The sheer incompetence in most of the GM staff is absolutely astounding. only *1* GM has ever been useful, helpful, and knowledgable, and I breathe a huge sigh of relief when they wind up answering my petitions.
Something really needs to be done about this. This is more important than the sov overhaul, or even fixing MY MOTHERSHIP.
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Pac man05
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Posted - 2009.08.03 15:37:00 -
[351]
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Moon Dogg
Gallente The Arrow Project Morsus Mihi
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Posted - 2009.08.03 16:09:00 -
[352]
I just read through the previous pages, and lamented the lack of constructive suggestions. Then I saw that LaVista Vista had the same view. So, without further ado, lets think about what can be done to improve things for the front-line GM.
First, let me say that - despite me being a 2006 character - I lack the indepth knowledge of Eve mechanics to ever serve as a GM. So if I say something stupid here, I blame that :)
1) GM training courses on game-specific areas. For example: a. PvP b. Industry/Mining c. POS d. Sovereignty, Corporations & Alliances e. Factional Warfare f. Wormholes g. Missions/complexes h. Skills i. Standings j. Reimbursement k. Policies & Rules l. Billing & Account m. Markets The idea being that a front-line GM candidate would have to take one or more of courses like the ones listed above. Maybe they are a week in length, maybe less (3 days?). Content is prepared by senior GMs, and is designed around what a front-liner should know to head off a lot of the common incoming petitions for that subject area. To get into that class, a person would have to demonstrate appropriate knowledge on that subject.
Candidates could take more than one course, and - provided they pass a test - would then receive petitions based on what areas they have been deemed competent in. CCP would then have a fair idea of how many GMs were in each area, and could up the number of GMs in areas where there are heavier petition loads.
One of the things that this doesn't take into account is how the petitions are distributed (which I assume is automated).
2) Stress the in-game Help Channel. We have one of these? I had forgotten or wasn't really aware. Is it staffed by competent, CCP-trained individuals, or is this a place populated by well-meaning (or not?) pod pilots who may or may not be knowledgeable in the game?
Regardless, if the Help Channel is meant to be a true first line to head off needless or simple-to-resolve petitions, then CCP needs to make sure that it is populated by people that can answer questions correctly AND that the pilot base is aware of it. Promo the Help Channel more in news postings, messages above the login area, etc.
3) Don't file petitions on minor isues and gameplay questions. Fine. CCP should provide an outline of what those things are.
4) Submitting the petition - give us a template. Yes, we all know that "ze logs, they show notheenk". What information will a GM need? Should there be fields created in the petition that, if left unfilled, will not allow the petition to be filed? Will that just result in pilots putting garbage into the field so their narratives gets submitted - possibly. Probably :) But if we know what basic things they need to know, many of us will provide them. We WANT our petitions to succeed, afterall.
5) Courtesy in the petition process. I am talking about the language used by the submitting pilot here, not the GM responses. I have, in my petitions, never failed to use polite language to frame my problem and ask for assistance. Remember, it isn't their fault that the issue affecting you occured, and you want them to start their interaction with you on a positive note, rather than on a negative one resulting from language that attacks or deingrates the GM and/or CCP.
(continued on next post)
*********************************** "Burn the land, boil the sea, you can't take the sky from me..." |
Moon Dogg
Gallente The Arrow Project Morsus Mihi
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Posted - 2009.08.03 16:11:00 -
[353]
(continued from my last post)
6) GM Incentives I am speaking from ignorance here, so bear with me. Is there any type of incentive program in place for GMs? For example, if you clear 80% of the petitons assigned to you in a quarter without bumping up to a more senior GM, and with a positive satisfaction rating, then that person gets a PLEX from CCP. Or a ship model. Or maybe a snazzy T-shirt! I have to assume that CCP has mechanisms in place to gather customer satisfaction data related to petitions, so develop a metric that, if met by GMs, rewards them for their hard work.
I used to do work for Wizards of the Coast (and TSR, Inc. before them), and when we submitted our project, the reward was X dollars in Dungeons & Dragons product. If I look at the amount of time I put into the projects I did for them, and compared them to the dollar value of the product I received, then my hourly wage was probably in the $2/hour range, but I can tell you that I was happy as could be in getting that package full of D&D stuff!
7) GM Consequences If you provide incentives for positive results, there must be consequences for those that aren't getting them. That might mean a review of GM responses to see if it is a matter of professionalism, a lack of knowledge, failure to fully read and understand the petition, etc. Or maybe it is just that the player didn't get their way and did't rate the GM well as punishment.
Bottom line: institute a review process based on data collected from petitioners. Poor performance is either corrected, results in removal from the category of petition where the performance is lacking, or results in termination from the GM program.
8) The dreaded "English Barrier". English is how most of the business of Eve is conducted, although a significant number of pilots don't speak it. I realize there are options out there (the German support option, for example), but for many, submitting a petition in understandable English is dificult at best. I worry that being unable to clearly impart what the issue is on the player's behalf might result in petitions that are very difficult to address and close positively on the GMs behalf.
I don't have any suggestion on how to address this, but I think it is worth the mention.
These are just some ideas that I had floating around regarding the subject. Hopefully the CSM can take these, if they are worthwhile, or develop their own suggestions that would help to improve the customer service side of the game.
*********************************** "Burn the land, boil the sea, you can't take the sky from me..." |
D'ceet
Lone Star Joint Venture Wildly Inappropriate.
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Posted - 2009.08.03 16:33:00 -
[354]
every time i file a petition, i get the same GM, and it feels like im talking to a robot who doesnt even read my petition, but just copies and pastes whatever fits best.
i fully agree that low level GM's need more training. Please re-size it to a maximum of 400 x 120 with the file size not exceeding 24000 bytes.Applebabe |
Talinthi
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Posted - 2009.08.03 16:34:00 -
[355]
Some great points MoonDog I support the idea of better training gm's, but I'm sure theres already some sort of training scheme in place whether its all inclusive enough or effective enough may be whats in question here. As that is an internal ccp matter I dont know what kind of effect this would have on them but i think theyd start to get the hint after 12 pages and im sure the posts arent done stacking up
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Verri Skerri
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Posted - 2009.08.03 16:39:00 -
[356]
Strongly agree with MoonDog
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ColdCase
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Posted - 2009.08.03 17:50:00 -
[357]
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Maximus Meridas
Serenity Engineering and Transport Company
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Posted - 2009.08.03 17:52:00 -
[358]
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PlasticWrap
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Posted - 2009.08.03 18:06:00 -
[359]
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Cidrolin
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Posted - 2009.08.03 18:09:00 -
[360]
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