May 15, 2007

Customer support on Internet Forums, in a nutshell

For all the wonders of the 'net, the cruelty, bile, and childish selfishness in forums sometimes boggles the mind.

From Tseric, a World of Warcraft CM, comes this thread.... The following was particularly apt:

Can't help it.

Posting impassionately, they say you don't care.

Posting nothing, they say you ignore.

Posting with passion, you incite trolls.

Posting fluff, you say nonsense.

Post with what facts you have, they whittle down with rationale.

There is no win.

There is only slow degredation.


And

When you can understand how a group of beligerent and angry posters can drive away people from this game with an uncrafted and improvisational campaign of misery and spin-doctoring, then perhaps, you can understand the decisions I make. Until you face mobs of psychology, you will not see my side.

Until you see some bright-eyed player coming onto the forums wanting to know what they should spec as this class, and see them shat on and driven away by petty and selfish people who are simply leveraging for game buffs, you will not understand.

You will not understand until you have to see it daily, for years...

Until you understand that many people will trod over you to get where they're going, or to get what they want.

Until you understand that so many people will agree, completely, 100% with a loud, vulgar and assertive individual, not because he is right, but because he is making a stand against "the Man"; to take no critical thought in what they say, but simply to hop on board.

Until you actually try to acknowledge those who do not speak on the forums, for whatever reason they have, you will not understand.

If you think an archaic business formula like "the customer is always right" works, you fail to understand customers, not a customer. It is a collective. No one person, even myself, is truly above the whole.

On the bright side, my guild has a bunch of very respectful & mature people, some families even, and forums are well behaved there.

Posted by stu at May 15, 2007 04:51 PM