[ Original ] XX Customer Service Workbook embark g

XX chess game Customer Service Workbook (Starter Edition)

Author: Hai-Bo Zhu
private columns: http://column.iresearch.cn/u/qishishang/index.shtml

First, the principle of buyer service go
(a) the basic principles for handling complaints
customer service should correctly understand the complaints, complaints from players of this game is a normal phenomenon, but also trust in the reproduction of the game, if players do not like the game, the problem would not come complaints, soon lost, so the correct handling of complaints amend the quality of service necessary to assure our important way to keep players, so customer service in handling customer complaints, should pay attention to the following 3 basic principles.
1, sincerely help players solve the problem
player grumbles, the game namely we are still loopholes and services, indicating namely some players need not be neglected. Customer players ought understand the feelings of compassion for the player's position, efforts to nail and encounter their real requirements, in agreeable faith apt assist players solve the problem. The only path to win the player's trust and goodwill, to help solve the problem.
2, not argue with the athletes
offended when the players come to the complaint, the 1st should be lukewarm and honest outlook, emulated complaints from players should study extra approximately the issues,GHD Red Straighteners, pertinent file on the causes and results, if the players phoned to emotional complaints, customer service should be courteous, never argue with the players. If the complaint does not give the player a accident, and the feisty players, victory seems aboard the surface,GHD IV Mini Straighteners, yet really lost a consumer. Therefore, the customer should try to tranquility the player's pique, and timely relevant message ashore issues dealing with the causes and foundation for causing!
3, must not abuse the company's interests
customer service to response the complaints of players, you have to pay attention to plausible, can not avoid its duty, free to belittle other human or other departments. Because this reach, on the one hand ambition to get the customer's fault the understanding, on the other hand informed the corporation in a sector, the actual cause workers in a incompatible rank and undermine the interests of the company. BUG game players and other such complaints, should narrate the relevant departments have been processed, expressed gratitude to the players, preferably than not know, understand, etc.

(b) how to handle with customer complaints
1, above all to speedily, correctly deal the player's complaints.
2, the player must not treat softly complaints should be envisaged for the guests, with caution.
3, listen cautiously to understand the causes and consequences of the complaint, to nourish friendly, courteous, calm attitude.
4,GHD, as soon as possible to solve among the purview of the event, further the authorization, the escalation process.
5,GHD MK4 Gold Straighteners, pay attention to keep a log so late back.
6, or if you need others to support other departments, other departments and communicate timely feedback.
Second, the everyday job duties

Third, the workflow
(a) Customer Service QQ:
Working Hours: Mon-Fri 9:00 - 11:30, 13:00 - 17: 30.
1, Customer Service QQ general language:
opening words:
hello! I am XX game customer service, are there any you can do for you?
asking Language:
What is your game account is how many? What is the time to happen? Does your gold (charisma) How empty of?
reply language:
Please wait, I can help you to check the next! Hello, your account is on ****, ** by the ** *** ****** game as the reason we have this account for the permanent title (transient title ). Hello, your account is on ****, ** ** Daily charisma in the exchange of ******
Conclusion:
If there is anything need counsel, amuse feel free to adjoin me, I hope you have fun!
Thank you for your suggestions! (Thank you to reflect problems in the game, we ambition do better!)
're welcome! Thank you for your attention!
recommended that the usual chatting and warm expression of multiple points, allowing the player to feel our passion and sincerity
2, customer complaints flowchart
(Picture If you can not display, right save as)




3, frequently asked questions dealing with:
⑴ player complaints caption
more information - check player account - whether the partner user - title reasons - to
players explanation - if an mediocre user's situation is not solemn as far as possible re-opened - notices to remind players
⑵ player charisma, reducing gold
about time --- check player account - check whether the data exception - the cause (whether interchange gifts, whether it be
hacking Exchange) - one explanation to the players --- the results - notices to remind players
⑶ hacking
asked the players moniker
list registered players hacking time --- check whether the abnormal IP Last Login IP - Gold
namely lacking - the background check gold circumstance - to validation whether the hacking tin retrieve --- the results -
--- notices to remind players
⑷ game BUG
---
more information or decide a game room - to determine the new shock - the first time
response to the relevant personnel - to confirm whether there are chance maneuvers - to confirm the time --- probably correct instructions to the players already
treated the material and expresses its gratitude - to give some gold awards
⑸ ask exchange prizes
query players account exchange gifts and time - check whether the player data to ascertain uncommon ---- asked whether technology has made
merchandise - not delivered to the players to denote whether the results unlawful --- - notices to remind players
⑹ cheated gold

(b) the customer service phone
1, Tel grab phrase:
hello! XX call heart here, is there any for your service?
What is your account number?
Please await, I can help you to check next?
hello, how does it? Thank you for waiting, I fair interrogated about a ,******
Thank you for vocation, I wish you a cheerful life!
Attached: 1, culture and language service

2, service Taboo


(c) web forum
Forum is focused on communication and local players, in the face of all the browsing user, rather than as one to one customer service QQ and tel services may be aggregated to reflect the player condense, and therefore need to reinforce Moderator maintenance and management of the forum, users create an spirited atmosphere and an atmosphere of exchange
1, as a moderator of the cardinal tasks:
⑴, replies the player's questions.
⑵, management forum post, remove,GHD Precious Gift Set, disguise violations.
⑶, migrate the contents do not meet this edition. Essence of the article as well, highlighting, altitude and so on.
⑷, when the debate forum on the abusive users, the responsible norm conflicts.
⑸, publishing activities, publications, activities, results, etc.
⑹, to guide the players interact to create a harmonious air
2, daily work:
Re: Every time a player answers questions, and that
Posts: timely release of the official website announced the latest events, activities, results, and some amusing game news
delete posts: for a malicious abuse, ads, articles and timely clear discord, and, where appropriate titles, etc.,
players consultation: preparations regularly along to mall sector, publication some of the accumulation software, and the millennium bug stickers, etc.
(d) of the game lobby
GM account in each game landing inspection of the chamber, the main work is as follows:
1, the player avatar, nickname: filthy, abusive, involving religion, etc. in a advising, disburse attention to tone with the song of the right to guide the players, informed that the title is invalid second week of the third lasting title.
2, brush Time: Players malicious postpone in the cards until the last second ahead the first query is a associate user, once true of all titles. Other properly registered players be given a warning first, good advice!
3, brush gold: a large number of players registered account, horn lost to large, hateful Shuaqian. Upon inquiry, always balls, all titles Peas users, the needy other customary players of all registered title, the plot of the first giving a alarm light to prompt the players do not malicious able, please normal fun game!
4, unauthorized advertising: Fengting account seven days, reiterate the permanent title.
5, malicious cheating: If a player deliberately lose, or lose data exception, discern the player registration details, chariness.
6, data exception: If the same player nickname, IP, check whether there are more players registered account, the existence of fraud and other irregularities brush gold, and in agreement with these principles.
7,GHD Green Butterfly 2011, announced: timely loosen of the latest game activities, news, notices, etc.