Politician Archive
Thread: Guide to good PC CSR tickets
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Plzurpilot
Wed Jul 28, 2004 2:30 pm
#1
With the many bugs your city may aquire over its time I am sharing my template i use to write CSR tickets for city issues.
First i start out with a nice introduction.
Hello Its [your name here] mayor of [your city name] located at [cords, planet, server]
Once i had a CSR ask me what server i was on i thought they knew that from the ticket but as a result i now put it in every ticket. Use the waypoint listed in the city manamgment terminal as your offical location for anything that goes on in your city. Next you want to brifley discibe your situation, here are a few for some well known city bugs:
According to my city managment terminal it says i have 15 trainers but i can only account for 12 trainers. Here are the trainers i can account for: [list your trainers] all my trainers are located centraly in a garden located at [coords] If i have missed some trainers please let me know, if they are some how bugged please remove them and if possable refund my treasury. These trainers have been bugged to the best of my knowledge since [date]
If your trainers are spread out throughout town give thier waypots and point out a landmark that they are near:
My dancer trainer located at [coords] has warped into the wall of my city's cantina and is not accessable by players.located at [coords] which is owned by [owners name] Please remove it from the city or move it to a nearby location so that is accessabe by players.
On the same not here's is one i used for a terminal that fell into a building
I recently placed a [type] mission terminal at approxamatly [cords] it fell through exterior floor of my shuttleport, and is inaccessable by players. If you could move it to an accessable location that would be great, if you can not please remove it from the city.
I also have gotten a few CSR's to check into afew dead houses for me. Some not all CSR's will check the maintenance on a player structure but if one is really annoying you i reccomend issusing a ticket.
A new player, [player name], placed a house in approxamatly 2 months ago in my city and it has not destroyed due to lack of maintenance. since he was a new player i doubt that there was much maintenance to last 2 months. The structure located at [cords] and was owned by [player name], is in the way of city developmment, please check the house for proper maintenance.
Again not all CSRs will do this for you, don't scream at the CSR if they don't do this, becaue they are busy people.In my experiencemost CSR's are willing to work with you if you are friendly and opento other remidies that they might suggest.
This is ussally how I close a CSR ticket:
Thank you very much for your time, I am ussally on between the hrs of [your hrs of play] if you need to contact me for anything.
[your name], mayor of [your city name, planet, server]
And for really serious city issues i give 2 or more people who can proxy for me:
[player A] and [playerB] are fully briefedon the situation and have my permisison to act on this matter if I am not avalible. The citizens of [your city name] whish to see a speedy resulution to this matter [player a] and [player b] have my full athority to act on this mater in my absence.
The most important thingin CSR tickets is to be friendly and open. When CSR's contact you again be polite remember these people deal with irate players all day, they will be much much more willing to help those who are polite and content. If you don't like the result of your ticket delete it and wait a few days and submit it during a diffrnet time. I belive there are CSR units on the east and west coasts and in Europe.
Message Edited by Plzurpilot on 07-30-2004 02:55 PM
Pappi
Wed Jul 28, 2004 4:22 pm
#2
nice post 
being specific and positive does help a lot with CSR reports. mind if I link this in a stickied post later?
being specific and positive does help a lot with CSR reports. mind if I link this in a stickied post later?
Laeren
Thu Jul 29, 2004 9:27 am
#5
I've used a few of the principles you've outlined above and they are very valuable in dealing with CSRs. I have yet to be disappointed with the response from a CSR. IF you are polite, kind, and include as much information as possible in your ticket, it certainly makes their job a whole lot easier, which definitely transfers over into their mood when working with you
Acantho
Thu Jul 29, 2004 10:09 am
#6
good post. Yes Pappi I think you should stickie this sucker.
I almost always get a quick reply to my CSR tickets and it's usually because I'm polite and give as much info as I think they need.
One time it did take 3 tickets to remedy but that was regarding cost of buildings and everyone here didn't know the proper cost either. During the final correspondence I put in the cost of each building and the CSR corrected me. I reported it here and I believe Pappi (or someone) has since updated our faq because of it.
Sometimes they do things without telling us and those are the hardest things to find out about but if you keep a watchful eye on your city then you can usually catch things quick and the quicker you catch them... the easier it is to identify the problem in your ticket and easier for the CSR to help or give you a response.
Good work!
I almost always get a quick reply to my CSR tickets and it's usually because I'm polite and give as much info as I think they need.
One time it did take 3 tickets to remedy but that was regarding cost of buildings and everyone here didn't know the proper cost either. During the final correspondence I put in the cost of each building and the CSR corrected me. I reported it here and I believe Pappi (or someone) has since updated our faq because of it.
Sometimes they do things without telling us and those are the hardest things to find out about but if you keep a watchful eye on your city then you can usually catch things quick and the quicker you catch them... the easier it is to identify the problem in your ticket and easier for the CSR to help or give you a response.
Good work!
Pappi
Thu Jul 29, 2004 3:32 pm
#7
Plzurpilot wrote:feel free to link or sticky away
I'll sticky this until I finish up the new link/faq post
Raeanbot
Thu Sep 16, 2004 5:06 pm
#10
The old adage applies here as much as it does with any customer service or help desk:
You can gather more flies with honey than with vinegar.
Every experience I've had or heard of tells me that you'll get better service if you're calm and polite; most CS reps will do their best to help you and some may even go the extra mile. But when the callers / petitioners are rude, angry, uncooperative, incomprehensible, etc., they're lucky to get minimal service; the CS reps just want to get rid of them, and you can't blame them.
Message Edited by Raeanbot on 09-16-2004 07:08 PM
Alzanob-CH
Thu Sep 16, 2004 8:56 pm
#11
Really a good guide, its a shame that CSR close ticket now....i cant say thx when they help me 
Pappi
Sun Jan 09, 2005 8:37 pm
#12
I'm going to link this thread from the "useful link" page and unsticky, in case anyone's wondering why it's not stickyed any more
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