I made a post a bit ago about my experience in customer service located here:
social.bioware.com/forum/1/topic/355/index/10420287/1#10421602I'll add a few things to it here. As I state, I work in insurance, and if you think people rant and rave here, you have no idea. I won't mention it by name, but I'm "On your side". One thing to remember, the people like Ms Merizan aren't the big bosses. Some stuff she says maybe she shouldn't have. Sometimes I've said things that a customer then spins back to me in the totally opposite way of how I said it. Believe me, I'm not a fan of the insurance industry as a whole, but I understand the need for it. As such, I don't candy coat what I tell the customers that do escalate to me. I'm honest with them and I do what I can for them. As trite as it may sound, I try and empathize with the customer and take their concerns and complaints seriously. As such, maybe I say something in the wrong way than what is actually meant leading the customer to hear something different than what I actually said. It happens, we're human and we make mistakes in communication all the time. I can't change company guidelines or laws, but I'll listen and forward things on to the Office of Customer Relations when it's something that should be looked into. However, I won't do this if you're disrespectful or rude. It's a respect thing, if you want respect from me, than show me respect and vice versa. If I don't show you any, don't show me any. We can tear apart her words and be antagonistic and accusatory all we want. The truth is we don't know her from Eve. Maybe she's a liar or maybe she's a saint. The fact is, she's a person that had no control over what we're angy about in the game, and she's doing her best. Treat her with some respect, and stop analyzing everything she says. Maybe she has a PR person looking over her shoulder, or maybe she is typing from her gut and being honest with what she can be honest about. The cold hard fact is we honestly do not know her, and we should show her a bit more respect than what we have. Right now her job is a pretty ****ty one, and while I hope she comes back in a more engaging manner after she's had some time to refocus, I hope that we can at least provide her with a bit more respect than what has been shown. In my position I've been cussed out, yelled at, told I was going to get the crap kicked out of me, insulted in ways I can't post here, called a racist and other unpleasantries. Most of the time these things don't get to me, but sometimes they do and I need a breather. Hopefully that is what she is doing. But like the people on the phone I deal with, they don't know what kind of person I honestly am to be making the claims they do, and I don't think we should be doing the same to the reps on the forums. These aren't the leaders, they're the grunts. I hate the endings, still can't play any games at all for disgust, but I'd much rather give someone I don't know the benefit of the doubt and meet at a table to have an honest discourse for both sides than to alienate and isolate ourselves from anyone on the other side that might truly be listening. If she does come back, rather than analyzing every word she says, maybe we should try and talk to her like she's our neighbor rather than the enemy.
P.S. For those of you that want to pull the PR crap about trying to make themselves/Bioware seem human and that I'm falling for it, there's nothing to fall for. We are human, and we should treat each other as such. Ms Merizan didn't write the story. I'm not saying cave in, or anything like that. I think we need to stand our ground, but I'd just rather see everyone treat each other like a brother or sister in this even if they have an opposing opinion. We're human, we have em like we have butt cracks. Now, if Casey or Mac or someone that actually did have an active hand in what we're upset about posts, I still say show respect but do so with passion and conviction about your feelings. Remember though, cursing and yelling don't move you to the top of the priority list. Hold the line, but do so with honor and respect.
P.P.S. As for her line that she didn't share our beliefs that the ending sucked, so what? Personal beliefs don't matter in a job setting as long as you do your job, unless of course you're a religious leader. I fully believe you're a ****** if you live on a river that floods every other year, but if you do and you're my customer and you have a claim or issue about your insurance I'll do my damnedest to make sure I still do everything I can for you despite my feelings. It's called having a good worth ethic and integrity Until we know that she in fact is not doing her job, or that her bias is honestly hindering her job, I don't think we need to throw that in her face either. She was trying to be honest with us and it backfired. Don't judge her job performance, work ethic, or integrity as it's a complete unknown to us at this point and it only further alienates us from those that may truly be trying to help.
P.P.P.S. LOL! Good grief Anyways, took me a bit to write that, so looking over some of the newer posts, seems some of this has been said 'water under the bridge' which I truly hope it has.
Modifié par NightWeaselX, 22 mars 2012 - 06:25 .