The intern was also probably limited by their script or guidelines. When I was doing CS for a bank I'd get scolded if I'm caught showing empathy to customers. Robots are what they want.
One valid reason is that when the bank's staff is not emphatic to the customers, it makes it harder for customer details to be breached by those social engineering folks.
That's awful. One of the reasons why I'm with the bank that I am is because they aren't having to follow a script. Whether I visit the branch or phone.
i don't get it, how so? i mean, sure, if your customer service is cold and rude, they'll feel more suspicious if they get prying emails or such, but is that really it?
I don't work in a traditional sales office, but I have been told to do things like this before.
There are actually some (business) reasons to do this. It's mainly financial: when you overly-empathize with a customer who is upset with something, you are empowering their argument and raising their expectations that you will provide them with additional goods and/or services, free of charge, for their grief. Simply not engaging in empathy protects the company from over-promising things (a lot of times, low level customer service reps will give away anything and everything in their power to get someone to stop bitching and get off the phone) and giving away 'free money', so to speak.
Not saying I agree with the practice or the principle, but like most things these big companies do, it's all about the cash money.
It increases respect for the company the same way a nice cashier giving you a 'discount' when they're not supposed to increases respect. It's fine when you get the discount but when a manager or corporate finds out and points to their rulebook you end up with whiny customers that think MANAGEMENT is dishonest because "the cashier gave me a discount".
It is costing them money, though, in one way or another. A lot of people have cancelled their preorders who might not have otherwise. Assuming only 5% of the (current) downvotes had cancelled preorders as a result that would've cost them ~$1.2mil. A drop in the bucket for EA, but it is still enough to pay for the salaries of 10-20 employees.
It's supposedly being run by the EA employee who was banned from the r/swbf subreddit when the first game came out by offering the mods alpha access in exchange for removing any leaks about alpha instead of using refuse legal channels like DMCA takedowns. Reddit admins had to step in and remove most or all of those mods.
Sooo... They might be healing Reddit's rules too by circumventing a ban.
I don't think any PR person could ever justify their DLC system in a public forum without getting savaged by their customer base. It's like being the PR guy trying to defend an oil company after a huge oil spill.
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u/doorbellguy G1 GTX 1070 | i7 6700K | 8GB DDR4 Nov 13 '17 edited Nov 13 '17
I don't think that intern/PR person in charge of this account is gonna be around anymore.