Quote: xaerostrike on 05/30/2012, 05:56 AM

You dont seem to understand....

GMs are Normal Players just like you or me....

In ways they play the game, yes they are just like you and me. But not in a case like this.

A GM gets paid to do what he does, we don't get paid to play.

I'm not siding with the player here, because he's clearly one of those 'terror' customers that you have to deal with, but that doesn't give you an excuse to be unprofessional.

This is exactly why these people go through training, to deal with people like these. What's the use of training if all you expect are butterflies and bunnies on the other end of the chat?

Quote: Genjuros on 05/30/2012, 05:57 AM

What did the GM said wrong?? he told the customer there's nothing I can do and I cannot explain you why because is company policy, "the customer keeps nagging him" since the conversation was going nowhere why should he keep listening to a spoiled brat that thinks he can talk bad to someone who is giving him a service?

The GM didn't say anything wrong, technically, and no, no company has that policy. In fact, most may even have the 'Customer first' policy.

Of course, they could just refuse him service, which is what they did right at the end, but this should have been done with a straight response with no form of side remarks, eg "You can be as curious as you want". That's where the GM stooped down, in my opinion.

Quote: Kunae on 05/30/2012, 06:02 AM

Nothing the GM said even approached "rude".

Y'all who think anything he said was rude are really self-entitled cry-babies, who are talking out your collective asses.

And this is the exact type of person who would have let this go, because rude is innate.

It takes one to know one. Yes, I think it's rude because I myself have been rude before.

Being rude isn't an excuse when you're in that position. For you, for example, you can be rude all you want since your opinion has really no value in this (see what I did there?), but any CSR should know that any interaction from their end is a touch-point between the game (the brand) and its market and customers - you know, the ones paying and actually giving them revenue?

Sorry but i dont see anything that is unprofessional here....

Firstly, on topic.

I AM a member of thirsty who disagrees with Garbuk that it's GM responsibility to take care of this issue (unless they've done it for other guilds before in similar cases).



However, regardless of provocation or trolling, it is the job of a customer service representative to handle irate customers. You are trained for it, and hopefully patience is a quality for which your supervisor interviewed you before you get the job. There is absolutely no excuse for this breach of professionalism, it wouldn't matter if Garbuk had called him three kinds of racial slurs and threatened to have him fired directly. It's even EASIER to deal with these people over text based CS programs vs live or by phone because you have the option to take back what you say before you transmit it. There is NO EXCUSE for this kind of behavior from a professional company. However, nothing En Masse has produced thus far has projected strict professionalism, so it should be expected at this point.



Having worked CS, and knowing what kind of trouble that kind of attitude can get you in if the customer refuses to let it go, I admire the balls on the CS representative. If the company does give a damn about making money or its customers, he will be receiving a hefty reprimand. It falls upon CS at this point to issue Garbuk an apology before he takes this slight to more public forums like facebook or reddit.

Quote: xaerostrike on 05/30/2012, 06:14 AM

Sorry but i dont see anything that is unprofessional here....

It's a matter of perspective, I guess. Different people have different levels of tolerance for these things. No winner here, so I'll settle that we agree to disagree. :)

Quote: LinaInnverse on 05/30/2012, 05:47 AM

Firstly, on topic.

I AM a member of thirsty who disagrees with Garbuk that it's GM responsibility to take care of this issue (unless they've done it for other guilds before in similar cases).



However, regardless of provocation or trolling, it is the job of a customer service representative to handle irate customers. You are trained for it, and hopefully patience is a quality for which your supervisor interviewed you before you get the job. There is absolutely no excuse for this breach of professionalism, it wouldn't matter if Garbuk had called him three kinds of racial slurs and threatened to have him fired directly. It's even EASIER to deal with these people over text based CS programs vs live or by phone because you have the option to take back what you say before you transmit it. There is NO EXCUSE for this kind of behavior from a professional company. However, nothing En Masse has produced thus far has projected strict professionalism, so it should be expected at this point.



Having worked CS, and knowing what kind of trouble that kind of attitude can get you in if the customer refuses to let it go, I admire the balls on the CS representative. If the company does give a damn about making money or its customers, he will be receiving a hefty reprimand. It falls upon CS at this point to issue Garbuk an apology before he takes this slight to more public forums like facebook or reddit.

^ This is pretty much my entire point, only written better and expressed more clearly!

It'd be super useful if people READ THE THREAD before they replied, jumping on the bandwagon of "Omg QQ more kids!"

This thread isn't crying about the GBank, or its contents. It's about the way the GMs flippantly replied to him after he complained.

Customer services representatives with attitudes like this shouldn't be in customer facing jobs. End of.

It'd be super useful if people READ THE THREAD before they replied, jumping on the bandwagon of "Omg QQ more kids!"

This thread isn't crying about the GBank, or its contents. It's about the way the GMs flippantly replied to him after he complained.

Customer services representatives with attitudes like this shouldn't be in customer facing jobs. End of.