QUOTE (Ongaku Nil'Goeth @ Jun 20 2010, 10:29 AM) <{POST_SNAPBACK}>
I work for a gaming company, and this is a problem that our customer service team has to face during certain times. There's two choices:
Either way, there is a possibility that they may get upset, and we don't ever like saying, "We don't have any new information for you. Please continue to wait patiently." This sometimes gets players even more upset than just not saying anything, so it's a delicate decision to make.
I have seen players become very happy at being given the "We have no new information" line, and I can never understand why. Apparently it's just comforting to hear from someone? But it's never had an effect on me, because I know in my heart that the admin wouldn't ignore their playerbase, or enjoy watching them "suffer" through the wait. If they did that... well, they might not have a playerbase anymore.
- Be silent, or
- Tell the players there's no new information.
Either way, there is a possibility that they may get upset, and we don't ever like saying, "We don't have any new information for you. Please continue to wait patiently." This sometimes gets players even more upset than just not saying anything, so it's a delicate decision to make.
I have seen players become very happy at being given the "We have no new information" line, and I can never understand why. Apparently it's just comforting to hear from someone? But it's never had an effect on me, because I know in my heart that the admin wouldn't ignore their playerbase, or enjoy watching them "suffer" through the wait. If they did that... well, they might not have a playerbase anymore.
This is a case that I have made to this administration many times, actually.
Two-way communication is essential. No matter how much you "know in your heart," as a player there is absolutely nothing that compares to actually speaking with the people who make the decisions and knowing that they are hearing you; because they are responding and making it clear that they did hear you.
Getting clarification on things, and updates, helps keep the lines of communication open. A flat "No, shut up, not done yet and go away" is clearly not going to make the people 'waiting patiently' happy. A discussion of what's going on, why it's slower than expected, and a "We hear you and we're still working on it!" is (on the whole). If you use it too much and the message never changes, then the disgruntlement will also grow.
But, really, communication (as long as you are doing it in a positive manner) is always, always better than silence. Silence is frustrating, it causes bad feelings. Negative communication ("Not done yet, stop bothering us!"-- essentially, going out of your way to be brusque and brush-off-like) is worse. Positive communication is pretty much always... positive.
PS: If your customer service team has "be silent" as an option, they might want to rethink their strategy. I work in a very customer-centric industry as well, and if you 'ignore' your customers... they go buy from someone else.
You might be spending 10 hours a day coding their fix, you might have the entire coding department trying to get them up and going; if they don't know this, they will send an angry email (or 10) to the president / sales rep of your company asking what the bleep is going on. They're paying. They feel like they deserve communication and updates. And, frankly, they do deserve it because if they don't keep paying I don't keep getting my salary!You'll get an update on the endgame review when....
It's done.
Most of it is I believe, barring a few things, and Cults.
(There's been a couple of setbacks - coding woes abound, I fear. Like... Ubuntu or the program I write in or who knows what decided to delete everything I had for Veneration, so I'm having to rewrite a lot of stuff. After I take a mental health weekend.)
It's done.
Most of it is I believe, barring a few things, and Cults. (There's been a couple of setbacks - coding woes abound, I fear. Like... Ubuntu or the program I write in or who knows what decided to delete everything I had for Veneration, so I'm having to rewrite a lot of stuff. After I take a mental health weekend.)
Lead me not into temptation. 
QUOTE (Aramel @ Jun 20 2010, 10:50 PM) <{POST_SNAPBACK}>
Lead me not into temptation.
But deliver me from Serenwilde.
So, I caught two of the kids hiding in the tidal flats, but couldn't for the life of me find where to hide for the third. Then, I finally found it, but the friggin kid wasn't there anymore. 
But, at least now I know where it is and can try again! Unless they hide in different places each time... in which case I may have to kill someone.
Questing raises my blood pressure!
But, at least now I know where it is and can try again! Unless they hide in different places each time... in which case I may have to kill someone.
Questing raises my blood pressure!
QUOTE (Aramel @ Jun 21 2010, 10:50 AM) <{POST_SNAPBACK}>
Lead me not into temptation.
Give in, Aramel. Give in.
QUOTE (thisismydisplayname @ Jun 21 2010, 09:32 PM) <{POST_SNAPBACK}>
Give in, Aramel. Give in.
Shush, you!
That is... for now.
QUOTE (Solanis @ Jun 21 2010, 07:53 PM) <{POST_SNAPBACK}>
Shush, you!
That is... for now.
That is... for now.
I won't shush up, you!
QUOTE (Xenthos @ Jun 20 2010, 10:36 AM) <{POST_SNAPBACK}>
This is a case that I have made to this administration many times, actually.
Two-way communication is essential. No matter how much you "know in your heart," as a player there is absolutely nothing that compares to actually speaking with the people who make the decisions and knowing that they are hearing you; because they are responding and making it clear that they did hear you.
Getting clarification on things, and updates, helps keep the lines of communication open. A flat "No, shut up, not done yet and go away" is clearly not going to make the people 'waiting patiently' happy. A discussion of what's going on, why it's slower than expected, and a "We hear you and we're still working on it!" is (on the whole). If you use it too much and the message never changes, then the disgruntlement will also grow.
But, really, communication (as long as you are doing it in a positive manner) is always, always better than silence. Silence is frustrating, it causes bad feelings. Negative communication ("Not done yet, stop bothering us!"-- essentially, going out of your way to be brusque and brush-off-like) is worse. Positive communication is pretty much always... positive.
PS: If your customer service team has "be silent" as an option, they might want to rethink their strategy. I work in a very customer-centric industry as well, and if you 'ignore' your customers... they go buy from someone else. You might be spending 10 hours a day coding their fix, you might have the entire coding department trying to get them up and going; if they don't know this, they will send an angry email (or 10) to the president / sales rep of your company asking what the bleep is going on. They're paying. They feel like they deserve communication and updates. And, frankly, they do deserve it because if they don't keep paying I don't keep getting my salary!
Two-way communication is essential. No matter how much you "know in your heart," as a player there is absolutely nothing that compares to actually speaking with the people who make the decisions and knowing that they are hearing you; because they are responding and making it clear that they did hear you.
Getting clarification on things, and updates, helps keep the lines of communication open. A flat "No, shut up, not done yet and go away" is clearly not going to make the people 'waiting patiently' happy. A discussion of what's going on, why it's slower than expected, and a "We hear you and we're still working on it!" is (on the whole). If you use it too much and the message never changes, then the disgruntlement will also grow.
But, really, communication (as long as you are doing it in a positive manner) is always, always better than silence. Silence is frustrating, it causes bad feelings. Negative communication ("Not done yet, stop bothering us!"-- essentially, going out of your way to be brusque and brush-off-like) is worse. Positive communication is pretty much always... positive.
PS: If your customer service team has "be silent" as an option, they might want to rethink their strategy. I work in a very customer-centric industry as well, and if you 'ignore' your customers... they go buy from someone else.
You might be spending 10 hours a day coding their fix, you might have the entire coding department trying to get them up and going; if they don't know this, they will send an angry email (or 10) to the president / sales rep of your company asking what the bleep is going on. They're paying. They feel like they deserve communication and updates. And, frankly, they do deserve it because if they don't keep paying I don't keep getting my salary!All of this.
Dead. I'm blaming you. 
