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What makes a Senior GM senior?

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Science Chick	Posted - 2008.01.10 17:18:00 - [1] <Wall of Text> I used to work in customer service for a major American cell phone carrier. This carrier had several levels of customer service that you could have look at your issue. There were the frontline reps who dealt with the mundane problems. These reps had supervisors who were primarily responsible for administrative tasks: ie booking vacation time, reviewing job performance stats, etc. There were also tier two customer service reps. These were promoted frontline reps, who because of their proven knowledge of the systems and procedures, served as a reference resource for the frontline reps to assist with more complex issues, and were also given additional leeway to assist customers when the situation warranted it. When customers escalated an issue and asked to speak with a supervisor, the frontline reps where instructed to offer the alternative of speaking with a tier two rep. The customer would be escalated to a supervisor if that is who they insisted on speaking with, or to the tier two rep if they accepted that offer. Ironically, if a customer insisted on speaking with a supervisor, they generally got far worse quality of customer service. Because supervisors spent all day dealing with management responsibilities, and not dealing with customer problems, they were less knowledgeable about those problems and how to fix them, compound that upon the supervisors annoyance of needing to actually speak to the customer, the customer was pretty much doomed to disappointment. If a customer accepted the offer to speak with a tier two rep, they received notably better service as they were working with someone who actually knew the bureaucracy, and who to talk to get results for the customer, and whose job was to find solutions where none were obvious. Customers taking this route tended to come away much happier. </Wall of Text> Now that the background to my question is out of the way: What makes a Senior GM senior? Are they management types who are less likely to be up to speed on the latest issues with the game? Or are they expert GM's that have a greater understanding of the game, its mechanics and bugs?
Xaen Caldari Black Podding	Posted - 2008.01.10 17:30:00 - [2] [ 2007.11.29 14:04:54 ] (combat) Science Chick's Wall of text perfectly strike's Xaen's level of interest, wrecking sufficient damage to halt reading. But to respond to your subject line, It's based solely on the number of beers purchased for the CCP employees by the GM. -- Support fixing the EVE UI \| Suggest Jita fixes
Science Chick	Posted - 2008.01.10 17:34:00 - [3] Originally by: Xaen [ 2007.11.29 14:04:54 ] (combat) Science Chick's Wall of text perfectly strike's Xaen's level of interest, wrecking sufficient damage to halt reading. Hey, atleast I put the tags there to warn you about the wall of text factor, so that you would know what was important to read and what was not. Skip the part in the tags to get to strait to the point.
Fifth Horseman	Posted - 2008.01.10 17:36:00 - [4] I bit my tongue so hard it drew blood.
Xaen Caldari Black Podding	Posted - 2008.01.10 17:37:00 - [5] Originally by: Science Chick Originally by: Xaen [ 2007.11.29 14:04:54 ] (combat) Science Chick's Wall of text perfectly strike's Xaen's level of interest, wrecking sufficient damage to halt reading. Hey, atleast I put the tags there to warn you about the wall of text factor, so that you would know what was important to read and what was not. Skip the part in the tags to get to strait to the point. I didn't make it to the closing tag (which would have made me realize that the <Wall of Text> was actually an opening tag). Ironic how you knew you were going to have wall of text problems, then had your post defeated by it anyway. -- Support fixing the EVE UI \| Suggest Jita fixes
Jack Freely Caldari Trading Corp	Posted - 2008.01.10 17:38:00 - [6] Originally by: Science Chick What makes a Senior GM senior? Are they management types who are less likely to be up to speed on the latest issues with the game? Or are they expert GM's that have a greater understanding of the game, its mechanics and bugs? Age and ability to handle all the crap that we throw at them
Science Chick	Posted - 2008.01.10 17:45:00 - [7] Originally by: Xaen I didn't make it to the closing tag (which would have made me realize that the <Wall of Text> was actually an opening tag). Ironic how you knew you were going to have wall of text problems, then had your post defeated by it anyway. There, I rearranged my post so that the question comes first and the wall second.
Adonis 4174	Posted - 2008.01.10 17:48:00 - [8] Hilmar does. Next question? ---- Anything less is wasted effort
Agent Li Caldari Galactic Defence Consortium BLACKHAWK FEDERATION	Posted - 2008.01.10 17:51:00 - [9] IMHO, it's the ponytail, and the ability to speak icelandic... ------------------ Please note: No Windows System files were harmed during the creation or deployment of this patch.
Matalino Gallente Ki Tech Industries	Posted - 2008.01.10 17:52:00 - [10] Originally by: Fifth Horseman I bit my tongue so hard it drew blood. I have been chewing on mine for a month now. But I will hold my tongue for a little longer, to besure that I have a great story to tell.

Brigitte S.A.S Ministry Of Amarrian Secret Service	Posted - 2008.01.10 18:38:00 - [11] to be a senior gm u must be a numpty
Tarminic Forsaken Resistance The Last Stand	Posted - 2008.01.10 18:42:00 - [12] I have no idea. In all honesty, it could just be the difference between a part-time employee and a full-time one on which a deeper understanding of game mechanics is required. ---------------- Tarminic - 31 Million SP in Forum Warfare Play EVE: Downtime Madness v0.78.2
ExcellciuM Exair Holding Corporation	Posted - 2008.01.10 19:02:00 - [13] I think pretty much every can agree that most/some of the GM's have no idea of game mechanics and this becomes apparent every few days when someone gets banned for something completely stupid (bumping a ship near a POS shield anyone??) Senior GM's are probably those that have been doing it longer and are believed to understand basic concepts of EvE.
Xaen Caldari Black Podding	Posted - 2008.01.10 19:05:00 - [14] Originally by: Science Chick Edited by: Science Chick on 10/01/2008 17:48:39 Originally by: Xaen I didn't make it to the closing tag (which would have made me realize that the <Wall of Text> was actually an opening tag). Ironic how you knew you were going to have wall of text problems, then had your post defeated by it anyway. There, I rearranged my post so that the question comes first and the wall second. It wasn't until I had finished the background to the question that I realized the wall of text factor, and so went back to add the tags just before posting so that people could tell what the important part was. Much better. (not sarcasm) Remember, Brevity is ~~the soul of~~ wit. -- Support fixing the EVE UI \| Suggest Jita fixes
Jovoich Towers Inc.	Posted - 2008.01.10 19:07:00 - [15] Originally by: ExcellciuM I think pretty much every can agree that most/some of the GM's have no idea of game mechanics and this becomes apparent every few days when someone gets banned for something completely stupid (bumping a ship near a POS shield anyone??) Quote: And not podding war targets in empire :P
Theo Samaritan Gallente Pheonix Reborn	Posted - 2008.01.10 19:14:00 - [16] Originally by: ExcellciuM I think pretty much every can agree that most/some of the GM's have no idea of game mechanics and this becomes apparent every few days when someone gets banned for something completely stupid (bumping a ship near a POS shield anyone??) Senior GM's are probably those that have been doing it longer and are believed to understand basic concepts of EvE. senior GM's are those who have been around from near the beginning, and all the GM's i know of have a main player account. -------------- Templars do not tank Jita so well without a steady supply of Cake.
ExcellciuM Exair Holding Corporation	Posted - 2008.01.10 19:26:00 - [17] Originally by: Theo Samaritan Originally by: ExcellciuM I think pretty much every can agree that most/some of the GM's have no idea of game mechanics and this becomes apparent every few days when someone gets banned for something completely stupid (bumping a ship near a POS shield anyone??) Senior GM's are probably those that have been doing it longer and are believed to understand basic concepts of EvE. senior GM's are those who have been around from near the beginning, and all the GM's i know of have a main player account. Having a main account != knowing game mechanics This has been proved by large quantities of the games player base.
trumansho	Posted - 2008.01.10 20:54:00 - [18] i think it's the ones who say no to the most petitions ;)


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