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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…)

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