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Posts tagged csr

Community Detective Issue #24: Need for Speed World

Thus far, Community Detective has stayed on the straight and narrow course of fantasy MMORPGs during its brief existence. Sure, I've taken the occasional detour into sci-fi, superhero, and quasi-historical territory, but the majority of the column's first 23 issues were -- like the genre itself...

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Community Detective Issue #20: Xsyon [Updated]

Welcome back, intrepid readers. After a bit of a hiatus, Community Detective is back on the case (that case being the chronicling of various MMORPG communities and customer service experiences). When I left off a few weeks ago, I'd just completed a whirlwind tour of DC Universe Online -- the...

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Community Detective Issue #14: A conversation with SOE customer service

Welcome back folks, and yes it is time for the latest installment of Community Detective. Last week I did a bit of a departure from the general column format by interviewing Funcom Customer Service Manager Edward Walsh III. This week, I'm doing something similar, but the spotlight is shifting to...

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Community Detective Issue #13: A conversation with Funcom customer service

Welcome back, dear readers, to Massively's Community Detective. This week's issue is going to be a wee bit different, devoid of the community questions and customer service tickets that I usually discuss. While I've examined quite a range of titles over the column's first 12 installments, I've...

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Massively's Community Detective, Issue #2: Darkfall and EVE Online

"We hope you understand that there's nothing we can do at the moment," says the support email we just received from Aventurine, developers of Darkfall. Not exactly what you want to hear from customer service, is it? Welcome to another issue of Massively's Community Detective, where we're...

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Anti-Aliased: The customers aren't always right, but they should be supported

The customer isn't always right. Trust me, I know, I use to work at GameStop. *shivers at the thought of pushing reserves* Sometimes, the customer is wrong -- dead wrong -- but that doesn't mean the customer shouldn't be supported and appreciated. Customer support is one of those areas of MMO...

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WAR Grab Bag No. 9: It's the CSRs time to shine

In stark contrast to the extremely in-game-oriented Grab Bag No. 8, Grab Bag No. 9, the "CS Special", focuses on interactions with the game's CSRs. The Customer Service team put together a list of some of the questions they see on the job and then answered them in detail, so that maybe, just maybe,...

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Teenager arrested for making suicide threat to Blizzard rep

In a sad bit of news to start the new year, it would appear that a teenager in Fairfield Township, Ohio, was taken into custody yesterday for falsely claiming that he would commit suicide if a Blizzard support representative did not give in to his request. The young man, who remains nameless due to...

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Why the industry should care about their customer service

One of the long standing traditions of the industry has been to look at MMOs from the perspective of every other game on the market. We treat our online worlds the same as we treat our single-player experiences, which means we seem to forget that the customer still exists after they have picked up...

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EA Mythic looking for WAR customer service monkeys

Are you a glutton for punishment? Do your friends and family often remark about how rewarding it is to berate you with insults and make nonsensical demands that far outstrip your capacities to fulfill? Do you have exceptional attention to detail, with encyclopedic knowledge of the proper bust sizes...

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