make
better
games
Goals of Customer Service #2
•Challenges in reaching the goals
–Consumer desire for service is greater than commercial delivery capacity at today’s pricing (do the math)
–Setting consumer expectations for service levels appropriately
–24 x 7 operations
–Being responsive *and* effective in solving the consumers problem
–Being able to say “No” effectively when the service problem is really a game mechanic issue (real world examples)