Maintenance for the week of October 12:
• PC/Mac: NA and EU megaservers for maintenance – October 12, 6:00AM EDT (10:00 UTC) – 8:00AM EDT (12:00 UTC)
• Xbox One: NA and EU megaservers for maintenance – October 14, 6:00AM EDT (10:00 UTC) – 9:00AM EDT (13:00 UTC)
• PlayStation®4: NA and EU megaservers for maintenance – October 14, 6:00AM EDT (10:00 UTC) – 9:00AM EDT (13:00 UTC)
• PC/Mac: NA and EU megaservers for maintenance – October 12, 6:00AM EDT (10:00 UTC) – 8:00AM EDT (12:00 UTC)
• Xbox One: NA and EU megaservers for maintenance – October 14, 6:00AM EDT (10:00 UTC) – 9:00AM EDT (13:00 UTC)
• PlayStation®4: NA and EU megaservers for maintenance – October 14, 6:00AM EDT (10:00 UTC) – 9:00AM EDT (13:00 UTC)
The Markarth DLC and Update 28 base game patch are now available to test on the PTS! Read the full patch notes here: https://forums.elderscrollsonline.com/en/categories/pts/
A customer service lesson that is obviously needed
Glynt
✭✭
"Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
"Customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization."
There are a few issues going on now that it seems could be handled ... well ... better.
For example ... regarding the late delivery of physical game (codes) and the lock out of players who want to play. It doesn't really matter whose fault it is (retailers or Zenimax).
Handling this issue should have been very very simple. So many options ... here are a few suggestions:
1. Apologize for the inconvenience to your customers (seems basic but I haven't seen a peep).
2. If a solution exists to resolve the inconvenience, then do it. Add an extension to the grace period, provide temp codes to those that ask (make them provide proof of purchase if you want), etc.
3. Apologize
4. If a solution doesn't easily exist or doesn't exist at all (due to technical reasons or lack of resources to make it happen or whatever), then apologize, explain what happened, why it can't be fixed immediately, and offer to help mitigate the issue some way.
5. Offer some little in game trinket as an apology, offer some discount for merchandise, offer some discount for fees, offer some free play time, etc. Any number of ways to make your customers feel like you care.
6. Apologize
see ... not really that hard to provide good customer service if you actually care about your customers
I hope you enjoyed your lesson on customer service and learned something in the process.
"Customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization."
There are a few issues going on now that it seems could be handled ... well ... better.
For example ... regarding the late delivery of physical game (codes) and the lock out of players who want to play. It doesn't really matter whose fault it is (retailers or Zenimax).
Handling this issue should have been very very simple. So many options ... here are a few suggestions:
1. Apologize for the inconvenience to your customers (seems basic but I haven't seen a peep).
2. If a solution exists to resolve the inconvenience, then do it. Add an extension to the grace period, provide temp codes to those that ask (make them provide proof of purchase if you want), etc.
3. Apologize
4. If a solution doesn't easily exist or doesn't exist at all (due to technical reasons or lack of resources to make it happen or whatever), then apologize, explain what happened, why it can't be fixed immediately, and offer to help mitigate the issue some way.
5. Offer some little in game trinket as an apology, offer some discount for merchandise, offer some discount for fees, offer some free play time, etc. Any number of ways to make your customers feel like you care.
6. Apologize
see ... not really that hard to provide good customer service if you actually care about your customers
I hope you enjoyed your lesson on customer service and learned something in the process.