I agree with that actually, I didn’t understand your first post that way. Your quoted experiences from support are at best unprofessional and at worst disrespectful. There’s a fine line between understanding your client as a gamer or a buddy and some cross it.
Sorry with the “lengthy posts” comment about both of us, it was a little on the attack - I leave it because it happened. In better form, I meant that we agree and just have semantics issues, which makes our lengthy posts weird for something that simple.
PS : How’s the popcorn Helleios ? ^^ I think Helleios liking each post just shows we are more or less saying the same thing, just differently.
From the very start, I was talking about that behaviour from customer support, and only for customer support. The OP is talking about helping Rox, and she somewhat belongs to a customer support branch.
Whenever I say that customer support should treat us as consumers first before gamers, is to prevent the kind of replies that I wrote to you, to never forget that you are dealing with a consumer after all. We aren’t going to do a raid together, you are going to help me solve a potential problem that might be serious for real.
Anyway, it’s all good. I understand that discussions on forums might be hard because you can’t hear the tone of the other. Can assure you I was pretty calm from the very beginning, and I never intended to attack you or anything, nor do I find offensive your ‘lengthy post’ response.
sounds a bit like contradiction. Gamers and professionalism, why would you insist to mix them together. It’s not some high society meeting with a dress code. Or some CEO’s meeting that can take two hours without even touching any of real points of the deal they are making.
If anything “gamers” should be used to all kind treatment. Even “Hi, I’m me, I’m here to help you.” (what an awful introduction!).
As you should be. We are all amigos (and trolls) here afterall.
Being it not “gamers” but “consumers” you would only take away the emoji out. As it’s better not to assume the other side will even understands that. But gamers should.
But truth to be told: ever I ask support for help I only care about hkw they solve the problem. Not at all about how they talk. If they start with “GM here. I’m listening”, it still seems all the same for me. Better then some copy&paste from manual.
I swear to God people here read the quoted sentence without reading the whole context.
Even if we are gamers, we deserve to be treated right.
There’s a difference between “Hi, I’m CustomerSupport01, and I’m going to help you today! How may I assist you?” and “Hey~~! I’m CustomerSupport02 and I’ll help you today! (◕‿◕✿)”
Believe it or not, but the last one makes me feel like the person isn’t taking things seriously. Cool if you don’t believe the same, that’s your opinion after all.
And about this: “It’s not some high society meeting with a dress code. Or some CEO’s meeting that can take two hours without even touching any of real points of the deal they are making.” Why do you read only what you want to read? From a few posts above, from me: “The level of formality might be toned down a little because we are gamers and this is a more relaxed environment in comparison, but never to the point as if we were in-game and we were going to have a casual chat.”
I’m not going to repeat myself again, so all the information is above.
Or “Hi, this is Company, I’m CSR, how can I help you?” ~ Concise, quick and to the point.
Let them know who you are. Let them know you are going to help them. Quick and easy, allows the caller to immediately start telling you their problem. What are you looking for in an introduction
This type of introduction isn’t as strong as it sounds on paper either. They use assertive language with the “I’m going to help you” and that’s awful for support-side CSR (hard selling, which is different, requires this type of language to move the call, but we aren’t trying to psychologically destroy the caller). They push the psychology further with the emoji that is supposed to telegraph your feelings and casual conversation nature of the interaction. It’s canned garbage
Honestly, I just prefer “Hello, I’m X, how may I help you?” or if they gave me the topic to help them with, I would do “Hello, I’m X, how may I help you with Y?”. It needs to be a leading question at the start of the call/text. The information gathering process is important so they can help you help them as quick as possible.
