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Thread Statistics | Show CCP posts - 1 post(s) |
Tallian Saotome
Fractured Core
Fatal Ascension
740
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Posted - 2012.06.01 12:13:00 -
[1] - Quote
Copy/Paste letters are standard practice in customer service because they are phrased in a way that has been vetted by the legal department.
Don't assume that no effort went into it just because it is a standardized form they are required to use.
Inappropriate signature removed, CCP Phantom. |
Tallian Saotome
Fractured Core
Fatal Ascension
740
|
Posted - 2012.06.01 12:34:00 -
[2] - Quote
Hey guys, as someone who works in the tech cst service sector, I gotta say every single post in this thread so far has made the end of my shift way happier, just knowing people aren't all that stupid.
Inappropriate signature removed, CCP Phantom. |
Tallian Saotome
Fractured Core
Fatal Ascension
740
|
Posted - 2012.06.01 12:40:00 -
[3] - Quote
One more post from me.
First level customer service reps are ALWAYS on your side, and will do everything they can get away with to help the customer... Unless the customer is rude, demanding, or otherwise hard to work with, at which point we do everything in our power to make sure your life is just as frustrating and miserable as you make ours. As a general rule, most of us hate the policies that don't let us hook you up, but you know, its our job to say no when you don't deserve something.
In short, you catch more flies with honey than you do with vinegar.
Inappropriate signature removed, CCP Phantom. |
Tallian Saotome
Fractured Core
Fatal Ascension
740
|
Posted - 2012.06.01 17:23:00 -
[4] - Quote
Gawain Edmond wrote:wow he's more pissed than i was and i'm only pissed that ccp won't update the client through the launcher and the patch from the game itself isn't downloading itself and they won't let me download it from the website (anyone know how to make it patch when the patch won't download let me know i aint downloadin the client again but back on topic) If you think the GM's are doin such a crap job (they don't) remember that they pay to play this game too they are not (for the most part) ccp staff they are members of the player base so if it bugs you so much you get yourself signed up as a gm (there is info on how somewhere on the website) and see just how long you are able to reply to petitions from idiots like yourself while staying polite and answering each one personally
yea i aint using full stops today am feelin lazy and the shift key don't work so no capital letters either
ISD are volunteers, GM is paid staff. No MMO has allowed players to have GM power in years, because it ALWAYS get abused horribly.
Inappropriate signature removed, CCP Phantom. |
Tallian Saotome
Fractured Core
Fatal Ascension
740
|
Posted - 2012.06.01 18:29:00 -
[5] - Quote
TriadSte wrote:I used to work in customer service and we had anything up to 1500 emails backlogged and we only had 3 staff trying to get these emails completed as well as taking calls from customers who require customer service.
You have got to get on top of it and keep it low every day because as you know......you WILL get swamped again so so easily.
Also however we are your customers and not everyone including myself thinks before we speak especially when frustrated. Making customers wait a week for a reply is outrageous.
Standardized replies are also horrific because the customer wants to feel he has your attention in his/her problem and standard copy/pastes do not give that feel.
I've worked for a few gaming companies, and read the TOS/EULAs for both.
The kind of message he sent is actually grounds for action against his account for harrassment of GM staff, under most standard MMO TOS(to lazy to check the EVE TOS, but I am sure its there). Working for EA I saw several people told they were no longer allowed to contact customer service, if the needed help they could send a snail mail to EA's lawyers for tech support, for much the same behavior the OP exhibited.
There is NEVER an excuse for behavior like that, unless you are 4 years old.
Inappropriate signature removed, CCP Phantom. |
Tallian Saotome
Fractured Core
Fatal Ascension
740
|
Posted - 2012.06.02 23:25:00 -
[6] - Quote
ModeratedToSilence wrote:Cutter Isaacson wrote:
And the idea that any GM, senior or otherwise, would take umbrage over a players knowledge of the game is so utterly fantastic that I have to wonder if you engaged the services of Dr Seuss to write that sentence. Dev's and GM's have access to information far beyond anything that any player could hope to have, and anyone with even a shred of intelligence would see the idiocy of your statement.
History goes against this - with the release of almost every patch.
Hell, even this is just basic tech support. Never EVER act like the customer might know more than you, or you just lost control of the entire thing and the experience will be horrible, and the backlash against support that doesn't know what they are doing is worse than the backlash against support that is rude.
Ofc, in a purely text based environment, its easy to avoid both, your customer doesn't know you are asking you boss for help anyway.
Inappropriate signature removed, CCP Phantom. |
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