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General discussion Topics related to various aspects of Champions of Regnum

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Old 04-07-2010, 12:40 AM   #1
Arafails
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Default Idiots with keyboards, aka. "How to screw up a client relationship"

Okay, first up, I'm not a representative of NGD, I'm sure you all know that, but I better start with that disclaimer. Last time I did anything official on behalf of an online game service entity was in 1997, when I did a (very) brief stint as a moderator for a Subspace server.

However, I've been around the Web for a while, and I've worked on a help desk (for a company that really didn't care about its customers, even).

Some observations.

Yelling at the service provider does not work unless you, individually, control their main source of income. In fact, what this is most likely to do is alienate you from them. They'll feel less inclined to help you if you don't treat them with respect. This is, naturally, a two way path, but in an n:1 relationship like this the :1 has the initiative to hold onto a successful relationship.

Saying how you'll bypass the system when they eventually use their moderation controls will not win you any points. Regardless of whether you change IPs, create new accounts, move to Iceland, or whatever, people can still tell you're you, and will treat you with disdain anyway. Especially as your accusative and disrespectful language tends to carry across.

The people on the other end are people, not faceless machines. In all honesty, they care. Really they do. If the developers of Regnum Online wanted to make a scheme to fleece you of all your money they'dve started a casino. Instead they made a fantasy game. As such, their vision is more about people having fun.
There's a lot of people involved now. Clients, sponsors, random people who see an email address on the internet and feel the need to tell it about their cat. Spammers. More spammers. A few more spammers. A lot more spammers. You would not believe how many man·hours it takes just to triage a couple of public inboxes to find out what needs to be responded to. Then you have to verify, investigate, see your psychiatrist, investigate something else, work out if a couple of dozen emails are related, fix a server crash, try and determine where you left off before, see your psychiatrist again, go to the emergency room because while you were carrying your coffee back across to road you were thinking about the customer's problems too hard and got hit by a busload of tourists.... It takes time. Someone saying publically on the internet that you're doing it wrong doesn't help, especially when they don't even know the first part of how complex what you're doing is.

So, lay off, please. Give them a chance to work their magic. If you complain once, they'll see it. If you complain twice, they'll sigh. If you complain a dozen times, they'll be receiving medication for having a predisposition to wrapping telephone cords around the neck of anyone who asks them a question.
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Old 04-07-2010, 01:00 AM   #2
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I should add on to the end of this, because it was supposed to be part of the original post, that ultimately you should be aiming for a mutually beneficial relationship with the service provider. Every time you make disparaging comments because something doesn't go exactly how you wanted it, you're adding to a needless "Us vs Them" chasm.
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Old 04-07-2010, 02:26 AM   #3
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It's nice to see somebody actually stopping to think how are things in the other side. A bunch of users just would say 'I don't f*cking care, fix my problem before everything else!!', I hope reading this help to open their minds
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Old 04-07-2010, 02:28 AM   #4
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Thank you for this, we couldn´t have said it better ourselves.

I want to highlight the part where this is a mutually beneficial relationship and that respect should be the norm, not the exception. And yes, it works both ways. On our side, there is no way but up in terms of giving better and better customer service (for those currently paying as well as anyone who is not but its a potential one), honestly we are not happy with our current response times but we are silently doing something about it, it will take time and possibly new people and tools, but it will get better.

Regards,
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Old 04-07-2010, 02:40 AM   #5
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So, about that Xim reward? Of course I'm joking.

Although it doesn't help your image any to respond to posts such as these with what could be misconstrued as eagerness
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Old 04-07-2010, 02:42 AM   #6
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After 12+ hours of work, in the midst of a major release in Regnum Online, I think we are entitled to respond (or not) any post, sitting on our couches while we watch the Big Bang Theory .

You said it yourself, we are humans, not faceless machines...

(I think?)

Regards,
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Old 04-07-2010, 02:58 AM   #7
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Too many words, not reading.
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Old 04-07-2010, 03:04 AM   #8
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i respect a lot NGD's works as a 3D animation student maybe its a kind of model for me :P
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Old 04-07-2010, 03:07 AM   #9
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I agree, posting respectfully and politely is necessary to get an answer. If I read in the real chat "Can anyone tell me where is Samos?" I try to help him, but if I read instead "WHRE IS SAMOSSS????", I usually ignore it. It's more enjoyable to help a player that appreciates what is done for him. The same goes for conjurers, aren't you more inclined to heal those who thanked you at least once?. Or at least those who don't tend to yell "LIFFEEEEEEE", knowing that conjurers are working hard to heal everybody.

It must be a hard work to read all the threads, certainly. Because one is made every minute, and some even have more than a thousand replies (I don't know how they manage to read so many pages )
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Old 04-07-2010, 03:14 AM   #10
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what ara said is true but....

4 months to get a reply to fix a database error with a character is way too long
more then 2 weeks till silent thoughts got a reply in the thread/ingame
etc...etc....

2 weeks imho should be the maximum time anything takes and you should prob aim to get most issues sorted(or atleast responded to) within 2-3 days of the user emailing

the user should be patient but you cant expect them to wait months and still not get any reply you guys do have to improve customer service heaps
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