Community Relations Archive
Thread: CSR abuse
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Jenna-X
Fri Mar 04, 2005 11:42 pm
#1
heres some feedback hire CSR's that dont abuse you in chat mock you and think its funny to use sarcasum when you have a problem cough CSR-JordanK
QueenPadma
Sat Mar 05, 2005 7:17 am
#2
JordanK is a funny guy. Some people need to lighten up and enjoy a joke every once and a while.
Ech0Witch
Sat Mar 05, 2005 10:31 am
#3
Sounds like his brand of humour is not appreciated by everyone. Whilst I have always found the CSR's to be helpful and fun people it might be better if they maintained a professional approach to things. (I.E. no joking around) So that people don't get the wrong idea and take offence.
But then again if they are always serious people will want them to be more fun. No win situation really.
Jenna-X it might be best if you posted the chat logs so people can read them
Skurr
Sat Mar 05, 2005 10:42 am
#4
Some people need to realize that there are those under their charge that dont necessarily agree with nor appreciate their form of humor especially when it comes to an in game issue. There is an old maxium that a true leader does not choose his job or have it given to him but rather he is chosen by those in his charge. In this game I have realized that CRSs/Admin/SOE arent seperate individuals that have come together for the sake of producing and maintaining a great game for the general public but rather they are a bunch of college buddies, highschool gamers that have entered the Tech Field together and now work on this game. Photos that were posted a couple years back on image dump of an CSR that turned out to be a dude, mid 20ish complete is a beer bottle in his hand obviously drunk proved this to me. The old telemarketer scheme when a disgruntled customer asks for a manager and the telelmarketers pass him around to each other to have a good laugh and a joke seems to apply here as well.
I believe your rant will fall on deaf ears since loyalty to a friend has been proven to be greater than gaining and retaining the loyalty of a customer in this game (do a forum search and look how many others have posted problems with CRSs in Chat...think it will be corrected....lol). When you have a position where you are a customers only link to possible relief to, in their mind, handle and fix or answer a in game issue, and you respond with sarcasm, mockery and/or just flat ignore them amounts to nothing more than postion abuse. You and your close associates know that you are a jokester and are "funny", but a paying customer with an issue doesn't know you nor wants to engage you in your brand of humor. They are seeking help because according to SWG guidlines you are the person that has been deputed with the responsibiltiy of helping them with issues. After you help a person find resolution with a problem and have built a relationship of trust with that customer then you can joke around an kid with them.
Professionalism is an easy way to keep a customer.
I believe your rant will fall on deaf ears since loyalty to a friend has been proven to be greater than gaining and retaining the loyalty of a customer in this game (do a forum search and look how many others have posted problems with CRSs in Chat...think it will be corrected....lol). When you have a position where you are a customers only link to possible relief to, in their mind, handle and fix or answer a in game issue, and you respond with sarcasm, mockery and/or just flat ignore them amounts to nothing more than postion abuse. You and your close associates know that you are a jokester and are "funny", but a paying customer with an issue doesn't know you nor wants to engage you in your brand of humor. They are seeking help because according to SWG guidlines you are the person that has been deputed with the responsibiltiy of helping them with issues. After you help a person find resolution with a problem and have built a relationship of trust with that customer then you can joke around an kid with them.
Professionalism is an easy way to keep a customer.
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