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A Truly Annoying CS Sin

Posted Oct 26, 2009 by Jon Wood

A Truly Annoying CS Sin

Richard Aioshi sets his sights this week on the customer service department and talks about failures that are easy and necessary to fix.

Richard Aihoshi

Before I started to write about games and the industry that makes them, one of my jobs included managing the customer service department for a consumer hard goods manufacturer. As a result, I became acutely and personally aware of how frustrating and thankless this extremely vital function can be. The main reason is that the customers' expectations are very high. Basically, they make no allowance for mistakes, issues, delays, etc. This is absolutely fine in and of itself. What's difficult, sometimes even emotionally challenging, is that it tends to mean you receive much more feedback when something goes wrong than when everything is running smoothly.

Perhaps because of my hands-on experience, I find it particularly annoying to see CS problems that could have been prevented, either easily or with a reasonable amount of forethought, planning and effort. All too many times, the core issue simply comes down to inadequate communication. Companies aren't organized enough to tell their customers what they want and deserve to know in a timely and fully informative manner. Either that, or they don't believe it's important enough to do so. Neither is acceptable, but I hope the former situation is far more common.

Read A Truly Annoying CS Sin.

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