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Author	Thread Statistics \| Show CCP posts - 93 post(s)
Frying Doom Zat's Affiliated Traders 879	Posted - 2012.11.19 03:29:00 - [1] - Quote Ok so I will put it here. Poor Customer service. ISD Dorrim Barstorlode wrote: #22 Posted: 2012.11.19 03:17 \| Report Quote: Warnings and bans are not to be discussed on the forum. Such matters shall remain private between the CCP and the user. Questions or comments concerning warnings and bans will be conveyed through e-mail or private messaging. Likewise, discussions regarding moderator actions are not permitted on the forum. If you have questions regarding a post or thread, please file a petition. Please do not start threads about moderation. There is already a thread for such a thing; you can find it here. If that is not up to your satisfaction. Have a pleasant evening. Thread locked. ISD Dorrim Barstorlode Captain Community Communication Liaisons (CCLs) Interstellar Services Department Um what ban? or are you informing us a ban was involved? Also that was not a thread on moderation as moderation is involving closing threads or removing inappropriate threads, not discussing how bad CCP seems to have gotten AGAIN with customer service. I was discussing the poor level of customer service by using templates that are generally rude and it gets topped off nicely with 'If that is not up to your satisfaction. Have a pleasant evening.' How about saying something more useful like 'If our current levels of customer service are not up to your level of satisfaction please feel free to contact them on' and give an email and phone number. And you wonder why your having trouble with player retention. World wide the highest scoring thing people are after from a product or service is customer service. Maybe you guys just need to leak another 'Greed is Good' Memo so you start fixing your customer service skills again. Any Spelling, gramatical and literary errors made by me are included free of charge.
Frying Doom Zat's Affiliated Traders 883	Posted - 2012.11.19 21:40:00 - [2] - Quote CCP Falcon wrote: Frying Doom wrote: ...truncated post... No, he's not telling you a ban was involved, he's quoting a rule from the forum rules here as the reason when he locked the thread. This is standard practice. There are also a number of addresses listed in various places on the forums with regards to contacting CCP Customer Support if you feel it isn't up to standard. We don't, however, operate phone support. Except no ban was discussed in the thread. It was a thread about poor customer service. How would you feel if you complained to a company about poor customer service and they said 'Our Customer Support contact details are listed on our website' I think you guys really could benefit from some customer service training. Any Spelling, gramatical and literary errors made by me are included free of charge.
Frying Doom Zat's Affiliated Traders 885	Posted - 2012.11.20 02:30:00 - [3] - Quote CCP Falcon wrote: I'd probably make a compliant through the correct channels as instructed, if I had genuine concerns. Thank you for your lack of assistance, complaint sent. Any Spelling, gramatical and literary errors made by me are included free of charge.
Frying Doom Zat's Affiliated Traders 885	Posted - 2012.11.20 06:05:00 - [4] - Quote Darek Castigatus wrote: Simple answer. Because CCP decided it is. Yes but why, they are a business reliant on payments by customers, they are not a government agency that you have no alternative other than to use. Darek Castigatus wrote: Speculative answers Because depending on your API settings other people may be able to read your evemail and they prefer to keep 'official' (as in GM) communications secret. Because they dont want the extra traffic on the eve mail system that such a change would inevitably lead to. Because its adding a needless extra bit of work for someone dealing with a problem when they already have contact information for you and its not up to CCP to do extra work purely to make your life easier. Actually yes it is, he/she is their customer and the whole nature of customer service is to meet or exceed your customers expectations, as well as to treat all of your customers with respect and courtesy even if they have shown you none. It is how you keep customers and grow a business. Not become threatening. Any Spelling, gramatical and literary errors made by me are included free of charge.
Frying Doom Zat's Affiliated Traders 886	Posted - 2012.11.20 20:55:00 - [5] - Quote Darek Castigatus wrote: Frying Doom wrote: Actually yes it is, he/she is their customer and the whole nature of customer service is to meet or exceed your customers expectations, as well as to treat all of your customers with respect and courtesy even if they have shown you none. It is how you keep customers and grow a business. Not become threatening. Which would be true if we were talking about their product, which we arent unless you're seriously trying to argue an internet forum is an essential part of EvE Online. No but the forums are the publicly accessible part of their customer service, where any one of their customers can see how they interact with other paying customers. Customer service is not just about the product you sell, it is also about how you handle all relations with customers potential, new and existing. Given the fact that they have trouble obtaining new customers and retaining the old ones, you would think their customer service would be top notch, rather than being similar to what you find at a government department. Any Spelling, gramatical and literary errors made by me are included free of charge.
Frying Doom Zat's Affiliated Traders 888	Posted - 2012.11.21 02:52:00 - [6] - Quote Darek Castigatus wrote: Hmm, I can see where you're coming from there and I partially agree with you but there are some points I want to make. Personally i think It isnt the moderation staffs job to stay on the good side of players just to make the company look good or to satisfy a players idea of how they should behave, its to keep order on the forums and give information when needed or requested and I believe the current staff have done that very well. It is the role of any staff member that interacts with paying customers role to be kind, courteous and considerate at all times. They should be helpful in any way possible and as to keeping order on the forums, yes it is a difficult task but one they should rise to meet not just pick the lowest common denominator and stay there. Darek Castigatus wrote: I also believe they already tried playing nice and it just didnt work, witness how unpleasant some forum denizens used to be and in some cases still are, both to other users and staff members. If customers are unpleasant you should actually attempt to be more helpful and considerate, it is their job that they are being paid for, the customer is not getting paid to complain but they are paying for the privilege. Now there is a certain line you must draw in the sand before action needs to be taken against a customer, threats of violence ect.. but even in these cases threats of any kind should NEVER be used in return. The only businesses that use threats are Drug Cartels, the mafia and Prison guards. As CCP is none of these no threat should ever be made, if they customer has gone to far then yes ban him and give him a right of appeal via another department. In most customer service businesses if a staff member threatens a customer at all they were dismissed instantly. As the old adage goes 'Give great customer service and your customer will tell a friend, give bad customer service and they will tell 20' And the latest figures actually show that this adage is now more true in the united states with it actually increasing to 25 people. The easiest way to think of it is staff get paid to put on a happy face, customers pay you not too. Any Spelling, gramatical and literary errors made by me are included free of charge.
Frying Doom Zat's Affiliated Traders 888	Posted - 2012.11.21 12:00:00 - [7] - Quote Darek Castigatus wrote: Then I guess we'll have to agree to disagree then because I just dont think that applies in this particular case. Fair enough. I believe the opposite, a paying customer is a paying customer and that they do not need to give there money to any business. But anyway before I go into a huge ramble. Fair enough Any Spelling, gramatical and literary errors made by me are included free of charge.
Frying Doom Zat's Affiliated Traders 911	Posted - 2012.11.27 11:15:00 - [8] - Quote I have a question I would like answered please in relation to CCP Eterne wrote: I've removed some rumor mongering from this thread. This was on the Jita park forum, so what I would like to know is what came first the chicken or the egg. Or in this case the forum rule against rumours and the fact it is a legit tactic to scam for votes. As the rumours may be the back bone of a scam to weaken a persons opponents and no one would really know this unless they are the author of the rumours. So what gets a higher priority, killing rumours or a free election process? Any Spelling, gramatical and literary errors made by me are included free of charge.

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