Poster: Belorian at 2/22/2006 8:35:49 AM PST
Subject: Tseric = condescending |
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Is it just me or alot of his post just seem to condescend to us customer and the people that pay his salary.
I've been in the support business for many years, perhaps a little more empathy and less superiority should be expressed by the customer support representative for this business.
B
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=7224160&p=#post7224160 |
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Poster: Tseric at 2/22/2006 9:21:31 AM PST
Subject: Re: Tseric = condescending |
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I shouldn't be responding to this, but I get trolled so easily. :P
One point I would like to make; I am in public relations, not customer service.
I'm not going to argue that I have been brusque with players before, it is true. I have, by my own standards and others, used excessive force in dealing with some situations.
However, I get the impression often that when players cite the term "customer service", they hold expectations which they expect be met by these forums and CMs. Some of these expectations are quite valid and can in fact be met by someone in my position and other expectations are to be met by someone in another position or department.
My interpretation of my position involves having as real of a personality as I can convey. In doing so, adhering to a strict regimen of customer service detracts greatly from that. When it comes down to it, one person can't be everyone's friend; which isn't to say I don't try.
A parting note to consider:
A big part of my job that I like is debating and cultivating discourse. How effective can you be in that respect with the conventional maxim of "The customer is always right"?
Golden crispy! Bad guys are history!
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=7224160&p=#post7225017 |
Poster: Tseric at 2/22/2006 9:33:42 AM PST
Subject: Re: Tseric = condescending |
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Q u o t e:
We have a saying in our Customer Service Department (lifted from someone else), "The customer is NOT always right, but they are always THE CUSTOMER." I know you are not in "customer service" but it is something to consider.
Sure, it is something to be kept in mind. However, while everyone here is a customer, it is better on the forums to regard everyone as primarily a player. It encompasses a great deal more than a simple business transaction.
Golden crispy! Bad guys are history!
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=7224160&p=#post7225257 |
Poster: Tseric at 2/22/2006 10:14:26 AM PST
Subject: Re: Tseric = condescending |
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Q u o t e:
Oaky - you're right that he's generally only overtly rude to people who were being nasty to begin with, and it's hard to fault anyone for that.
BUT
Can you post a link to a thread in which useful, meaningful conversation was fostered, cultivated or encouraged? Maybe a perspective people hadn't considered before, or perhaps an idea for possible future development to be tossed around?
Nope. Thoughtful, interesting threads get ignored. On occasion, lucky angry trolls get spat upon by CMs. Occasionally a guy with an in-game technical problem that, for whatever reason, didn't get taken care of by a GM, gets advice from a CM. Rarely, a post requesting information is met with either a vague reply or a "we have no comment at this time" reply.
Most often, the blue responses are posted in threads that could be best described as "fun little asides". Favorite color? Favorite kind of sushi? Best name for a dog? THis is fine, of course, but I think people get frustrated when this is the bulk of the responses we see.
http://forums.worldofwarcraft.com/thread.aspx?fn=wow-mage&t=720876&s=new&tmp=1#new
Player perception is a tough thing to counter. If people want to generalize about things, there isn't that much one can do aside from providing specific examples. I'm sure someone will post a rebuttal to this saying "but that's only ONE thread. It's not enough!".
Golden crispy! Bad guys are history!
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=7224160&p=#post7226023 |
Poster: Tseric at 2/22/2006 9:21:31 AM PST
Subject: Re: Tseric = condescending *edited post* |
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I shouldn't be responding to this, but I get trolled so easily. :P
One point I would like to make; I am in public relations, not customer service.
I'm not going to argue that I have been brusque with players before, it is true. I have, by my own standards and others, used excessive force in dealing with some situations.
However, I get the impression often that when players cite the term "customer service", they hold expectations which they expect be met by these forums and CMs. Some of these expectations are quite valid and can in fact be met by someone in my position and other expectations are to be met by someone in another position or department.
My interpretation of my position involves having as real of a personality as I can convey. In doing so, adhering to a strict regimen of customer service detracts greatly from that. When it comes down to it, one person can't be everyone's friend; which isn't to say I don't try.
A parting note to consider:
A big part of my job that I like is debating and cultivating discourse. How effective can you be in that respect with the conventional maxim of "The customer is always right"?
Golden crispy! Bad guys are history!
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=7224160&p=#post7225017 |
Poster: Tseric at 2/22/2006 9:33:42 AM PST
Subject: Re: Tseric = condescending *edited post* |
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Q u o t e:
We have a saying in our Customer Service Department (lifted from someone else), "The customer is NOT always right, but they are always THE CUSTOMER." I know you are not in "customer service" but it is something to consider.
Sure, it is something to be kept in mind. However, while everyone here is a customer, it is better on the forums to regard everyone as primarily a player. It encompasses a great deal more than a simple business transaction.
Golden crispy! Bad guys are history!
|
| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=7224160&p=#post7225257 |
Poster: Tseric at 2/22/2006 10:14:26 AM PST
Subject: Re: Tseric = condescending *edited post* |
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Q u o t e:
Oaky - you're right that he's generally only overtly rude to people who were being nasty to begin with, and it's hard to fault anyone for that.
BUT
Can you post a link to a thread in which useful, meaningful conversation was fostered, cultivated or encouraged? Maybe a perspective people hadn't considered before, or perhaps an idea for possible future development to be tossed around?
Nope. Thoughtful, interesting threads get ignored. On occasion, lucky angry trolls get spat upon by CMs. Occasionally a guy with an in-game technical problem that, for whatever reason, didn't get taken care of by a GM, gets advice from a CM. Rarely, a post requesting information is met with either a vague reply or a "we have no comment at this time" reply.
Most often, the blue responses are posted in threads that could be best described as "fun little asides". Favorite color? Favorite kind of sushi? Best name for a dog? THis is fine, of course, but I think people get frustrated when this is the bulk of the responses we see.
http://forums.worldofwarcraft.com/thread.aspx?fn=wow-mage&t=720876&s=new&tmp=1#new
Player perception is a tough thing to counter. If people want to generalize about things, there isn't that much one can do aside from providing specific examples. I'm sure someone will post a rebuttal to this saying "but that's only ONE thread. It's not enough!".
Golden crispy! Bad guys are history!
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| | http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=7224160&p=#post7226023 |
