Quote
From my experience as a customer service representative, I can say that the right response to the situation (with dignity and respect for the customers feelings) would be:
"I apologize for the inconvenience you are suffering through. I understand that there are a lot of problems/bugs going on with the game. We are currently trying to work through these problems to better serve our customers. I would like to thank you for pointing this out to us, we'll be on it as soon as possible."
At my job we have a 4 step program called L.A.S.T.
Listen
Apologize
Satisfy
Thank
"I apologize for the inconvenience you are suffering through. I understand that there are a lot of problems/bugs going on with the game. We are currently trying to work through these problems to better serve our customers. I would like to thank you for pointing this out to us, we'll be on it as soon as possible."
At my job we have a 4 step program called L.A.S.T.
Listen
Apologize
Satisfy
Thank
This is a wonderful strategy for any CSR. I work in customer support also, and they drill into everyone's head to be NICE, and always remember the problem the customer is having may not seem like a big deal to you, but to them it is a HUGE deal.
I could not imagine acting the way this guy does, and still be working here. It's the tester's job to produce a program that is as workable, and bug free as possible. It seems like they are creating the program, then just shipping it out, and skipping any sort of testing. Outrageous.
This is the ultimate of what makes me angry, since I work in a field like this I can understand getting frustrated with everyone complaining about the program you produce, but if your program has SERIOUS PROBLEMS you fix them, you don't just brush them off and try to turn away customers.
Ugh. I should probably stop now. But he comes off SO arrogant and rude. Then again, it may not even be him, like seapup said.