TheBrasse Comic: Evolution of SOE CS

Brasse · 03-11-2008, 09:15 PM

I have done my own evolutionary chart to go with my Summit recap of SOE Customer Service: Dude, What Have You Done For Me Lately.

The toughest job in any industry, in my opinion. Oi raise me mug ta ye all.

;-)#

Kiara- · 03-11-2008, 10:39 PM

Brava!! Excellently written and oh so very true. I have to admit I was extremely gratified by (and felt quite a bit better after) the CS presentation (read: firing squad).They were open and very gracious about everything flung at them SMILEY

Barbai · 03-12-2008, 02:24 AM

Excellent write up there Brasse. Had my own run in with CS at one point when I lost access to my adventure packs after dropping station access for a normal subscription. It took a day or so to get fixed but it went well enough I didn't have to hound them for two weeks to fix it.

TaleraRis · 03-12-2008, 04:47 AM

I used to do inbound call center customer service, was actually a team leader, so I have nothing but empathy for these guys. It's not an easy thing to do. I hate the phone now because of doing that work.

Brasse · 03-12-2008, 12:06 PM

Customer service is an odd field.

It is, as I mentioned somewhere or other in the commentary, a largely thankless job. And yet, any time I have been involved in the service end, there is a massive feeling of well-being that comes from being able to resolve a difficult issue. That is why I loved being a Guide, back in the day.

People who stick with the field as a career can only do so because their need and desire to aid others outweighs the frustrations that come with the territory. Here is where the problem lies for many workers: a lot of companies really do not care about evaluating or evolving customer service tools and procedures. Those workers are stuck in a morass of company apathy that does not enable them to do their jobs. SOE is constantly changing how their CS works because the playerbase and its needs are important to them, and that is a grand thing indeed.

A lot of people want a glorious, high profile job as a Dev or Art Lead... but to be honest, I'd take a position working with SOE CS. I cannot think of another company I can say that about.

;-)#

Spyderbite · 03-12-2008, 12:25 PM

Brasse wrote:

A lot of people want a glorious, high profile job as a Dev or Art Lead... but to be honest, I'd take a position working with SOE CS. I cannot think of another company I can say that about.

I agree 100%, Brasse. I have worked in Tech Support and Customer Support both online and in call centers for many years. Regardless of how people compare their support experience with SOE is a near-death experience; I have yet to see a more organized and tolerant support team than at SOE. If they offered relocation packages I'd have sent my resume in a long, long, long time ago.

Elquinjena · 03-12-2008, 02:21 PM

I too agree with you 100% Excellent write up hun, look forward to more.I am glad that this was covered down there, CS for SOE is about the only complaint I have. I too was a guide once, for about 6 months, I left when they pulled GM's from the servers and had floating GM's. I left because I felt I could no longer offer help to the players. It went from being able to reassure a player that a GM would be around during given times to saying " I don't know when one will be around to help you".That was frustrating, because part of being a guide, to me, was being able to help players when they had issues. If I could not at least I could let them I would do my best to get them help or at least it to the right people who if they could, help them. I am looking forward to what they come up with to change the current structure.

Grol · 03-12-2008, 02:24 PM

Lovely write-up.. so far, all of my CS issues with SOE have been wonderfully handled, and last night I was even told (With perfect grammar and spelling..) through my /petition that I was mistaken in a quest step, and that there was another item that acted like the ones I needed, but wasn't one of the three.. they actually helped me instead of just saying 'I'm sorry, we can't help. The quest isn't broken. Byebye."ANyway.. I'm hoping to become a guide someday... though I do wish they did more now that they don't really do CS anymore...

MikesterBrau · 03-13-2008, 01:13 PM

I think it is a true mark of excellence that I have been playing EQ2 for 3 years now and have not needed CS assistance yet but from my guildmates I have heard nothing but good things about experiences with EQ2's CS group. I think to truly appreciate how much these folks stand above others you have to have played other games that offer a much lower level of customer service and general patience.

My current real world job is as a working manager of a customer support group so I have incredible empathy for the EQ2 CS staff. I am sure it has been said before but if everyone had to work one day say as server in restaurant, as customer support in just about any call center, and I am sure we could all add one or two positions to the list that would help us all appreciate the folks that help us on a regularly basis in our daily lives that we do not always appreciate or have empathy for.

Oh and most importantly thanks Brasse for the bit of levity you bring to us all on a regular basis. SMILEY

Savanja · 03-13-2008, 02:04 PM

CS is a rough field to work in. I've been doing it so long that I've set aside the typical BS and just straight shoot, oddly enough, people don't like that. =/My own experiences with SOE CS has been fairly good. In game has been great, tech support was scary but I was already in a panic because I couldn't get in game.CS can always be improved upon though and I hope SOE continues to do so with theirs.

GlitterPaws · 03-13-2008, 04:28 PM

Excellent write-up Brasse!Really great to read all the responses from folks who have been in the trenches as well. I've done my time in the trenches, too. Even tho' I've moved up the mound to testing I still fill in from time to time on TS and CS. It's good to get back on the phones and remember just how much blood, sweat, and tears go into phone support.As one who has had 99.99% GOOD experience with CS (Brenlo, you rule!!!!!) I have to agree that the petition system does indeed suck dinosaur eggs.Glad to hear there may be a revision coming along.Cheers,GP

03-11-2008, 10:39 PM	#2
Kiara- Loremaster Join Date: Nov 2004 Location: Neriak, baby! Posts: 595	Brava!! Excellently written and oh so very true. I have to admit I was extremely gratified by (and felt quite a bit better after) the CS presentation (read: firing squad).They were open and very gracious about everything flung at them __________________

03-12-2008, 02:24 AM	#3
Barbai Loremaster Join Date: May 2005 Posts: 724	Excellent write up there Brasse. Had my own run in with CS at one point when I lost access to my adventure packs after dropping station access for a normal subscription. It took a day or so to get fixed but it went well enough I didn't have to hound them for two weeks to fix it. __________________

03-12-2008, 04:47 AM	#4
TaleraRis Loremaster Join Date: Nov 2004 Location: Indianapolis, IN Posts: 2,083	I used to do inbound call center customer service, was actually a team leader, so I have nothing but empathy for these guys. It's not an easy thing to do. I hate the phone now because of doing that work. __________________ Gwyneth Lecarde 90 Warty Arrow Flinger 90 Sword Shiner Najena Morgasand Ka'Bael 54 Roswellian Mind Scrambler 87 Shield Polisher Najena

03-12-2008, 12:25 PM	#6
Spyderbite Server: Venekor Guild: Dark Vengeance Rank: Member Loremaster Join Date: Oct 2006 Location: Connecticut Posts: 4,262	Brasse wrote: A lot of people want a glorious, high profile job as a Dev or Art Lead... but to be honest, I'd take a position working with SOE CS. I cannot think of another company I can say that about. I agree 100%, Brasse. I have worked in Tech Support and Customer Support both online and in call centers for many years. Regardless of how people compare their support experience with SOE is a near-death experience; I have yet to see a more organized and tolerant support team than at SOE. If they offered relocation packages I'd have sent my resume in a long, long, long time ago.

03-12-2008, 02:21 PM	#7
Elquinjena Huntress Join Date: Nov 2004 Posts: 266	I too agree with you 100% Excellent write up hun, look forward to more.I am glad that this was covered down there, CS for SOE is about the only complaint I have. I too was a guide once, for about 6 months, I left when they pulled GM's from the servers and had floating GM's. I left because I felt I could no longer offer help to the players. It went from being able to reassure a player that a GM would be around during given times to saying " I don't know when one will be around to help you".That was frustrating, because part of being a guide, to me, was being able to help players when they had issues. If I could not at least I could let them I would do my best to get them help or at least it to the right people who if they could, help them. I am looking forward to what they come up with to change the current structure. __________________ Antonia Bayle Server - EQII Legion of Kithicor

03-11-2008, 09:15 PM	#1
Brasse TheBrasse.com Join Date: May 2007 Posts: 161	I have done my own evolutionary chart to go with my Summit recap of SOE Customer Service: Dude, What Have You Done For Me Lately. The toughest job in any industry, in my opinion. Oi raise me mug ta ye all. ;-)#

03-12-2008, 12:06 PM	#5
Brasse TheBrasse.com Join Date: May 2007 Posts: 161	Customer service is an odd field. It is, as I mentioned somewhere or other in the commentary, a largely thankless job. And yet, any time I have been involved in the service end, there is a massive feeling of well-being that comes from being able to resolve a difficult issue. That is why I loved being a Guide, back in the day. People who stick with the field as a career can only do so because their need and desire to aid others outweighs the frustrations that come with the territory. Here is where the problem lies for many workers: a lot of companies really do not care about evaluating or evolving customer service tools and procedures. Those workers are stuck in a morass of company apathy that does not enable them to do their jobs. SOE is constantly changing how their CS works because the playerbase and its needs are important to them, and that is a grand thing indeed. A lot of people want a glorious, high profile job as a Dev or Art Lead... but to be honest, I'd take a position working with SOE CS. I cannot think of another company I can say that about. ;-)#

03-12-2008, 02:24 PM	#8
Grol Server: Venekor Guild: Wondrous Rank: Private General Join Date: Feb 2008 Location: Freeport Posts: 242	Lovely write-up.. so far, all of my CS issues with SOE have been wonderfully handled, and last night I was even told (With perfect grammar and spelling..) through my /petition that I was mistaken in a quest step, and that there was another item that acted like the ones I needed, but wasn't one of the three.. they actually helped me instead of just saying 'I'm sorry, we can't help. The quest isn't broken. Byebye."ANyway.. I'm hoping to become a guide someday... though I do wish they did more now that they don't really do CS anymore...

03-13-2008, 01:13 PM	#9
MikesterBrau EQ2 GameAmp Join Date: Jul 2005 Posts: 127	I think it is a true mark of excellence that I have been playing EQ2 for 3 years now and have not needed CS assistance yet but from my guildmates I have heard nothing but good things about experiences with EQ2's CS group. I think to truly appreciate how much these folks stand above others you have to have played other games that offer a much lower level of customer service and general patience. My current real world job is as a working manager of a customer support group so I have incredible empathy for the EQ2 CS staff. I am sure it has been said before but if everyone had to work one day say as server in restaurant, as customer support in just about any call center, and I am sure we could all add one or two positions to the list that would help us all appreciate the folks that help us on a regularly basis in our daily lives that we do not always appreciate or have empathy for. Oh and most importantly thanks Brasse for the bit of levity you bring to us all on a regular basis.

03-13-2008, 02:04 PM	#10
Savanja Fansite Staff Join Date: Nov 2004 Posts: 397	CS is a rough field to work in. I've been doing it so long that I've set aside the typical BS and just straight shoot, oddly enough, people don't like that. =/My own experiences with SOE CS has been fairly good. In game has been great, tech support was scary but I was already in a panic because I couldn't get in game.CS can always be improved upon though and I hope SOE continues to do so with theirs. __________________ ~Savanja~

03-13-2008, 04:28 PM	#11
GlitterPaws Loremaster Join Date: Dec 2004 Posts: 226	Excellent write-up Brasse!Really great to read all the responses from folks who have been in the trenches as well. I've done my time in the trenches, too. Even tho' I've moved up the mound to testing I still fill in from time to time on TS and CS. It's good to get back on the phones and remember just how much blood, sweat, and tears go into phone support.As one who has had 99.99% GOOD experience with CS (Brenlo, you rule!!!!!) I have to agree that the petition system does indeed suck dinosaur eggs.Glad to hear there may be a revision coming along.Cheers,GP __________________