Customer service, that is, customer service personnel. The role of customer service is: the bridge between customers and relevant functional departments of the company, and the helper for customers to use online games services.
Second, the service commitment
1.24-hour quality service;
2. Provide complaint handling service for no more than 48 hours;
3. Take the customer as the center and provide services from the customer's standpoint.
Third, the purpose of service
1. Establish a stable and reliable game system, contact technicians and provide excellent and stable game connection quality;
2. Ensure the continuous updating of game contents and functions, and assist developers to correct program problems in a timely and effective manner;
3. Treat every player honestly and fairly, and provide services to players through diversified two-way communication channels such as in-game, telephone and internet, so that players can get close to us more easily;
4. Provide a comprehensive FAQ online self-help system;
5. Ask questions about the game;
6. Respond and solve players' problems quickly and effectively;
7. Manage players' expectations and strengthen communication and interaction between officials and players.
Fourth, customer service responsibilities.
1. Responsible for player account management;
2. Provide 24-hour diversified two-way communication services (telephone, fax, email, online question and answer) to help players play the game normally and smoothly;
3. Accept players' complaints and opinions, sort them out and give timely feedback to improve service quality;
4. "Respect and care for players" and provide services such as return visit, attention and satisfaction survey;
5. Collect, screen, manage and keep information updated in time to provide players with good products and information services and further enhance customer value;
Five, customer service work norms
1. Strictly abide by the user data confidentiality system, and shall not disclose any personal information that the player has not authorized to disclose (except the user's personal information required by relevant legal procedures);
2. Customer service must remain absolutely neutral and must not involve normal game disputes between players;
3. Don't reveal the game secrets, mission situation, monster status and other information to players in any way;
4. Don't communicate with players who have nothing to do with work;
5. Use polite expressions in the service process: hello, please, thank you, etc.
6. The customer service should give an accurate answer to the questions raised by the players;
7. It is strictly forbidden to quarrel with the player during the phone processing, and to make personal attacks on the player, without shirking responsibility. Sincerely apologize for the inconvenience caused by work and procedures to players;
8. For the questions raised by the players, if they cannot be solved temporarily, you must also reply to the players first and explain the reasons. Give the player an accurate answer as soon as you have the answer;
9. For questions that players can answer by consulting the user manual or FAQ, try to answer them when time permits.
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