Poster: Rennfield at 7/26/2005 3:03:49 PM PDT
Subject: Customer service tips for Bliz.. (long) |
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Hi. i work in marketing for the 4th or so largest grocery chains in the US. its come to my attention that blizzard needs some help in its customer relations.
every tues. alot of angry people flood these forums wanting blood for servers that are late to come online. the main reason for this is your estimate for when the servers are brought back up.
solution: you need to bs people, plain and simple.
its a psycological game retailers/business play with customers. yes, its lying. i see stuff like this all the time. a good example would be:
brand Y is reg price $5.00
we raise the reg price to $6.00
put it on sale for $5.00
customer thinks "wow i save a dollar!"
guess what, you aint saving sh!t buddy.
its all smoke and mirrors. bliz, estimate your time (including unexpected errors) before posting when the servers will be up, say 1pm.
post a later time, give yourselves an extra 3 hours. "servers will be up at 4pm PST"
finish your maintenance and check for bugs.
servers are up and running, you bring them online at 3pm.
people think you finished an hour early, but in fact, you finished 2 hours late. do we know that? do we know you finished 2 hours later than your scheduled time? no, we dont know that. but guess what? we are happy! you are heroes! the servers are back up ONE HOUR before you said!
yes its dishonest, but all big business and even the government of this country engages in "misinformation". people NEED to be lied to im sorry to say. imagine if our government told us the truth about everything they did. there would be totaly anarchy and chaos. lying to people keeps the peace and is needed to keep day to day order.
thats all i have to say. im going back to spamming the login screen now.
| | | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=4197859&p=#post4197859 | | | Poster: Tyren at 7/26/2005 3:46:46 PM PDT
Subject: Re: Customer service tips for Bliz.. (long) |
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Wow, suddenly my friendly neighborhood grocer doesn't seem so friendly any more.
| | | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=4197859&p=#post4198582 | Poster: Tyren at 7/26/2005 3:57:35 PM PDT
Subject: Re: Customer service tips for Bliz.. (long) |
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Community management is a thankless job. We have to be part time support personnel, programmers, designers, technicians, public relations, and if you successfully manage to juggle all these hats, you get maybe 1 heart-felt thank you thread (which we greatly appreciate even though we may not reply), which is quickly then shot down by 20 angry people.
Players, we're waiting for a resolution to the current issues, so that we can immediately turn around and inform you with an update.
Until that happens, I am here to entertain you with my random insights.[ post edited by Tyren ]
| | | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=4197859&p=#post4198734 |
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