01-25-2025, 09:42 PM
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Planar Protector
Join Date: Feb 2013
Posts: 2,293
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https://web.archive.org/web/20010703...ML/002657.html
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The customer service organization is the “face” that Verant presents to the customer. As such **it is very important that all actions taken by customer service** be ethical and professional and **avoid even the appearance of favoritism or conflict of interest.** These guidelines provide customer service personnel with a way to handle customer situations that will ensure consistent and professional behavior.
Mission Statement:
"To support, educate, and direct the customers of EverQuest to create an enjoyable and immersive Role Playing experience."
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Guide and GM “friends.” The end goal of the Customer Service program is to have representatives spread across multiple servers to allow them to not have to play on the same servers as their friends. However, friends will go where they will, so **the program must endeavor to avoid the stigma of favoritism.**
**Controlling customer perception. No matter the intentions, no matter how pure the motives, no matter how well meaning the representative, the specter of favoritism can rear its ugly head if we are not diligent and consistent in our actions. All it takes is for the belief to be propagated to cause a problem, even if it is completely untrue. This must be avoided at all costs, as it not only damages the individual’s reputation and that of the program, but undermines EQ overall.**
We do not stay in zones where our friends are playing - the further away the better. **We do not associate with friends while we are on duty, even if the friend is aware of our role in the Customer Service program.** Seeing a CS Rep in the same zone with the same characters consistently, especially if it the identity of the representative’s alternate character becomes known, is simply asking to be accused of favoritism.
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https://web.archive.org/web/20030430...es.htm#program
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