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The fifth installment of the Black Moon Chronicles Q&A at RPGVault talks to Senior Support Eric “Grinder” Dubuc about this new MMORPG from Vircom. Here's a bit:
Jonric: What are the best and worst things about working in customer service for an online game? And what are the greatest challenges?
Eric Dubuc: The best part of doing this job (which ironically can also be the worst) is that you are the first person that people contact, you are that guy on the front line, and the customers depend on you for whatever problem they may have. And when you help them get back in the game, you da man! You just made their day and in some cases, it just made yours too. On the other hand, the worst thing is that you don't always have an instant solution for them and you know that no matter how hard you try, the problem will not be solved on the first try or will only be fixed on the next patch.
The biggest challenge in my case is to stay on top of it all and not get discouraged. The customer is not - in most cases - writing to you because the game is amazing or because they think you looked good on that group picture they saw on the net… humm bad example, I really did look good on that picture… Anyways, they write because they have a problem, or because they did not like the game, or there is that bug they discovered etc. What I mean is that you usually get "negative" feedback and it is sometimes hard to cope with that and stay cool headed. |
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Black Moon Chronicles Q&A #5
