Quote:
Originally Posted by Unkownsoldier
That's all they do. They don't even use their brains, when I was FAQ there they gave us a website that we had to use to answer questions. They wont do **** unless you ask them a newb question.
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So basically they're practicing actual customer service? This is what they do in the real world, a business refers a person to their website if they believe the website is able to answer the questions, and any followup questions that the customer may have. If the person is a more difficult case then they'll deal with the customer directly. It is simply establishing priority and finding the most efficient way to deal with a person.
Example; Say you're looking for a walkthrough for a quest, or you're stuck at a particular point. You PM the FAQ and tell them "I am stuck at X in quest Y", can you help me?". An FAQ could write out how to get passed point X, but more than likely they'll encounter another problem down the line. They'll have to PM the FAQ again and again, which will be bothersome to both parties. If the FAQ feels the player is competent, sending a link to a walkthrough would be more efficient as it would allow the player to work out most problems themselves.