So, Elder Scrolls Online Support just sent me a note asking if there was anything they could have done better in their support with my issue. My response: Out of the gate: try READING customer messages before replying with a canned response. This is precisely the kind of shoddy service that will drive customers away. Games as Service is the new model, but this is about a decade behind the times. Im guessing that your service reps have a certain quota of customer contacts to which they must respond every day. Im also guessing that they are rewarded for exceeding that number. FIRE whoever put that system in place. It rewards mediocrity and penalizes anyone who wants to use a human touch. Speaking of human touch, when contacting a customer, always start on the HUMAN level. PERSONAL TOUCH. Starting a customer contact with Helping you is our passion! We will assume your issue has been resolved if we do not hear from you within 120 hours is NOT HUMAN. Its about as robotic as you can get. You start with Dear [Customer Name], Thank you for contacting Elder Scrolls Online support. My name is Andrew and I regret the difficulty youre experiencing You THEN talk about the issue at hand. This is REALLY BASIC stuff and Im appalled that its not in place. I used to work in Customer Support for Electronic Arts as Recruiter & Trainer and I *never* would have accepted this kind of shotgun approach to customer contact from my reps. Feel free to contact me if youd like a consult in how to set up a Customer Service organization. * * * $20 says that they ignore my response and sign my email up for as many spam lists as possible.
Posted on: Tue, 11 Feb 2014 22:21:49 +0000
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