You are currently browsing the daily archive for May 20, 2007.

I don’t quite know what to say about the Tseric/CS meltdown event, explored in some detail at Broken Toys and Nerfbat, amongst others.   Something like it happens every couple years, it seems.  I’m going to post my own thoughts, which will prove 1) you don’t want me as a forum moderator, no matter how desperate you might be; and 2) there is a definite skill to being a CS/CM, especially for an MMO.

Understand, I currently directly support a half-dozen different business applications, serving approximately 300 companies and 35000+ daily users.  I not only do CS, I do it daily and I own 20% of the company that I do it for.  I provide first and second level support for all of them: I take the call/email reporting the problem, often end up tracking down the problem, and fixing it if that is needed as well, plus work with the customer to get it all resolved.

I know what customer service is, and needs to be: you do not tell the customer they are stupid, or wrong, or blind, or whatever they are that day.  You can (and should) mention when they are insightful or innovative or spotted something you missed… that happens, too, and it’s actually a good thing to point it out when it occurs.  You need to vent, you do it in private.

(More below the fold…)

Read the rest of this entry »

Blog Stats

  • 77,713 hits

Promos and Events

Live in or near Mpls/St. Paul? Interested in talking MMOs with other like-minded people? Join us on either June 30th or July 14th at MMMOGIGs #1.9 or #2.1 (or both!), details coming soon. You can also join us in Google Groups or to discuss the when/where of the next meeting, provide feedback, etc.
May 2007

Recent Readers