Customer Service and You.

[Kajuvra]

A little advise no one asked for.

Now a little bit about myself, I'm In sales, i understand community and people drive sales. Numbers = Sales = Profit.

Now my issue, Saw a mod today complain that we were complaining. Its not good business its shooting yourself in the foot to start Punishing Customers for general complaints made in chat. If there spamming sure, if there voicing an actual complaint you don't open with i should temp mute. Its not good business. I know what its like on the other side You don't actually care about the customer, BUT you don't show that to the customers, You kill them with kindness and call them a jackhorse behind there back. You say we understand your frustration, we are working on resolving the issue please bare with us. Thank for playing on KookyKraftMC and Please don't forget to vote you've just turned a negative into a positive and gained a promoter. its a "V-Sat" rather then a detractor a " D-Sat " someone who will promote your server rather then tear it down by voice. its how some of the top 100 companies got to there level. Just my input do with it as you wish. Thank you for all you do we truly do love the server thanks

Jason from sales.

 

[Piemantr]

oh no, ONE mod complained, its the end of KKMC as we know it!. In all seriousness, most of the staff are teenagers or young adults who may or may not have worked before. I wouldn't be so serious about "customer service"

 

[Kajuvra]

Understandable but this is a viable business they can / do make money off. Server Bills don't pay themselves

 

[Banage]

Lets be honest, one person with a big mouth who has a very bed experience with a mod, will spread the word. It will start with guess what the mods do/say. That will chase away maybe just one player. But when that player is asked they will say I hear negative about that server don't go play there. When you agree to mod a server you agree to act like a reasonable adult regardless of age. You agree to handle things with tact and I have to assume you're expected to not be throwing out random empty threats to be funny or because you don't feel like dealing with a situation. I'm glad you chose to explain why you think its no big deal. I love a discussion over a argument, however in this case I agree with Kajuvra in that one mod letting judgment slip can be a huge deal.

 

[Rose]

Staff don't make money off this. The owner is likely the only person receiving payment. Unless the staff set up has radically changed over the past 8 months since I left staff. But your point is still relevant in the sense that if the person receiving the profits want those profits to continue, it is in their best interest to keep their moderators, and others carrying a title which associates them with staff, in check.

You need to understand in many cases it is children dealing with children. And when children are on games, authority means considerably less. While staff do often make bad decisions in terms of how they speak to the person they deem to be an offender, the last thing the staff want to see is a bunch of people getting on the band wagon and sparking an argument on a server instead of a more desirable setting such as messaging staff directly. So while you can say it's poor customer service and the staff are out of line, there is also a line between what is appropriate to be discussing on the server and what is not. Both sides have rights and responsibilities and even though we aren't signing contracts or anything, you can still be faulted for irresponsibility despite the other person being in the wrong due to causing the aggravation or hostility.

Also, staff do actually have a set of guidelines and rules much like the players that they need to follow. Whether or not their authorities pick them up for acting out of line is up to them.

 

[Hammertroll]

I work in marketing myself, and i agree 100% with what you are saying Kajuvra . It was one of the first lessons i learned whilst i was dealing with a extremely "difficult" customer many years ago. I handled it wrong, paid a hefty price for it, but learned a lot

Sometimes we as staff forget we are just that, staff!
We also sometimes forget how to deal with, or taking into consideration, the accumulative effect of huge "waves" of complaints.. and thusly one poor soul gets that accumulated frustration thrown back at him. This is wrong, understandable at times (we can all snap), but still very wrong.

Another issue when running a server for modded MC is the vast age-difference in both players and staff. It is extremely easy to forget that others are not the same age as yourself when you do not see them and are only dealing with a name.
I am old, i am used to a very different language and humor than someone under the age of 16. Admittedly i sometimes forget that.
(Not saying we should not treat everyone, no matter what the age, with the same respect and language.. but you know what i mean).

Also worth mentioning is that people hired as staff here do not go through the same process as someone hired at a firm in RL. Hence there is bound to be a few rotten apples, some way to immature and some not the brightest.. These are things those who hire is learning by watching the helpers/assistants doing/failing in a "live" environment since there is no place to test out new staff before letting them out in public with a KKMC-stamp on their forehead.

I wanna thank you for this post, it raises a difficult point for us which can only lead to betterment for us all.

 

[Kajuvra]

@Rose Very true also and Understandable. This detail of Children Dealing with Children yes understandable, kids who have a short fuse dealing with other kids can be difficult and understandably frustrating, but they know the game. Hence why there valuable to the community. As for guidelines that's great !! some communities don't have things in place for staff members. This is where the issues arise, this post was simply to point out there are ways to do things that help instead of hurt a good community.

@Hammertroll I want to thank you, See my point with this post was not to bash but to offer some free advise that during my time of leading a community such as this i would have loved. sadly i didn't get my experience before hand and learned after the fact. Sadly i was made a community head while i was still as head strong as the moderator in my opening, I Can say I've been on both sides of the fence. Just wanted to offer a little advice openly from my own failures. The community is great, The Service are top notch, and its understandable that while they are running they are still new and having bugs ironed out. Thank you and the rest of the staff for these services and servers, Keep up the good work.

 

[Ozelotte]

Also worth mentioning is that people hired as staff here do not go through the same process as someone hired at a firm in RL. Hence there is bound to be a few rotten apples, some way to immature and some not the brightest.. These are things those who hire is learning by watching the helpers/assistants doing/failing in a "live" environment since there is no place to test out new staff before letting them out in public with a KKMC-stamp on their forehead

I would like to add, if anyone feel a staff memeber is acting in a bad manner, please post in forums instead of insulting them on the servers. You can even post a private report that only owner can see, This makes sure the matter is not getting personal, in case the staff member for some reason dont like you, and still maintain the respect needed on the server to handle stuff, and is a very good way to help us spot those rotten apples.

 

[Kajuvra]

very good way to help us spot those rotten apples.

I'm so glad that these type of resources are in place for the community.