make
better
games
Training and
Monitoring #2
•What should we train for?
–Standard customer service issues (being polite,
how to defuse emotional situations, how to enlist
the customer in solving the problem, etc…)
–How to solve in-game problems, and how to
teach players to solve them in future without calling
for live support
–Our specific in-game tools and systems
–How they can report/escalate out-of-ordinary
issues in their chain-of-command