Q: What kind of information does a GM need to solve a "loot issue"? (Aka ninja)
Can a GM give back an "incorrectly moved" item? (E.g. Return a ‘ninja’d’ item to someone) - From @Serganlkari (ES)
A: When you are the victim of a loot scam, you should include the name and realm of the alleged offender as well as the date/time of the incident in your ticket. We will take it from there.
If we are able to determine that a scam has taken place, any items involved may be removed from their current owners. However, 'restorations' are not guaranteed and are all dealt with on a case-by-case basis.
For more information, please read through our Spotlight forum post on the subject:Policy Spotlight – “Ninja Looting”http://eu.battle.net/wow/en/forum/topic/900641023-SergeQ: How do GMs manage the stress? Because even your favourite job can be tiring. - From @Anxelas (RU)
A: We try to provide a relaxed working atmosphere, but it’s true that things can get stressful from time to time. In general the stressful periods and more relaxed periods tend to balance out. And, of course, we all love gaming which helps us to relax in our spare time! -ErinQ: What are the working conditions of CS representatives? I'm very curious about it! - From @KraUsTo (RU)Q: What CS agent's working space looks like? - From @UVerWalter (RU)
A: We’re all encouraged to embrace our inner geek and there are inevitably lots of personal touches like toys, plush dragons, and sprite bead creations. Our walls are lined with various pieces of Blizzard artwork, there are WoW-, StarCraft- and Diablo-themed meeting rooms, and Arthas guards the reception area of the France office. -ErinQ: What is it like working for Blizzard customer service and does it make your day better when someone thanks you? - From @JenRainbow81 (EN)
A: Working here is more than Customer Service for me, it’s an awesome experience. And yes, the day gets a whole lot better with a simple thank you from a player. :) -MarieQ: What are the biggest challenges for forum CS representatives, compared to in-game CS reps? - From @LethanEU (EN)
A: The biggest challenge would be the one-to-many communication aspect of how we work. We are, essentially, talking on behalf of Blizzard to a number of people and that carries with it different responsibilities than one-to-one communication between an agent and a player. Additionally, we need to not only be completely in-touch with current issues and changes in-game; we also need to be able to apply Customer Service policies to all of our forum/Twitter responses. This means a fair bit of word-juggling and ensuring that we are completely clear in our messaging and responses at all times.
Offering support via a forum also means that we have to cover all possible aspects of a question. We don’t have that instant one-to-one interaction that a telephone call has, so we need to examine the question closely, understand what is being asked of us and then compose a response to cover all possible angles. -ErinQ: When you change your policies, how much does the community feedback affect those changes? - From @Proenix00 (EU)
A: Our primary driver when creating or updating policies is the needs of the community as a whole so your feedback does play a part. Plus, the people in charge of those policies are players, just like you, and they are always aware of the concerns of the community. –SergeQ: Will #BlizzardStore products ever be shipped to Russia? - From @ElektroStep (RU)
Despite several attempts, we have not yet found a satisfying logistical solution to this issue. -MarieQ: What is the way to go if i wanna work as a GM for Blizzard one day? - From @Honungs (EN)
A: Know our games inside-out, have excellent customer service skills, want
to talk to people and help them solve their issues. -ErinQ: What steps do you take (from a cs point of view) to prepare for launch of something like SoR? - From @Ellif_DWulfe (EN)
A: Preparing for a promotion, patch, expansion or game launch is extremely time intensive for the entire company, including CS. First, we receive information from our developers about the changes they’re planning. We then use this to create or update knowledge-base support articles and YouTube videos, prepare sticky threads for our forums, discuss possible policy changes, and of course, ensure that all of our Customer Support staff are well informed. Finally, we have to translate the external communications into all our supported languages. -ErinQ: How's the coffee? - From @Syzygosa (EN)
A: Excellent! Our cafeteria staff in both Versailles and Cork make a mean brew. :D -Erin (we asked Erin because she drinks the most coffee)
Thank you all for your participation, don’t forget to follow us @BlizzardCSEU_EN