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r505Matt on 23 February 2010
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demitri55 said:
Random Canadian said:
demitri55 said:

i watch both the unedited and edited versions of the video and have to revoke what i said. the pro instigated a negative response from that kid. the pro could of handle it more maturely like a customer service employee would do to an angry customer. the pro also said he would ban every xbox console the kid logs into with that account. so that means the pro would ban the console of innocent friends of 'loud mouth kid' who dont know what he did but let him use their console. the pro also kept using the word "shut-up" that would get you fired or suspended if an employee said that to a angry or non-angry customer

Im sure your supervisor would be a LITTLE understanding if that -Customer- Said he fucked your grand mother through a wall, or whatever that shit he spued, Plus the -customer- sounds like a little kid, adults need to assume an  athority role with little punks like that, problem with society now is if The Pro did call the kids parents His dad would probably threaten to fuck someones sister/mom/grams/aunt/.

 

This kid needs to be grounded for a few months and his xbox taken away..

Oh well at least SOMEONE is disciplining these kids, even if it is a faceless corporation.

no you cant i took business communication. an angry customer can say "i effed your wife, i slapped your daughter, i jizz on your daughter face" and curse at you all they want. what a train employee (customer service employee) is suppose to do is keep their composure address the original situation, try to calm the customer, and if the customer gets more hostile they are suppose to hang-up politely and show their superviser the audio recording of the conversation. acting in any other manner would get the employee in trouble. and the pro could of handle this situation bettter without getting a negative response from that kid and still disciplining and controlling the situation.

the way i would of handle it is by, laughing it off (the first insult), if he continues give a warning, if he still proceeds ban him without saying anything. if he has questions ill answer them if polite if not ill ignore it or have the message sent to my surperior

for those who dont know. customer service representitives deal with customers. mods deal with users they are not to different and the same rules aplly believe it or not.

His job (at the time, not sure about overall) wasn't as a customer service rep, it was as a rules enforcer. He didn't need to try to calm and placate people, he needed to enforce the rules. I know this is slightly different, but I still think it's a good comparison, but if you get pulled over by a cop, and you say "I f*ed your grandmother through a wall" you think he's going to be all nice? No, he's going to make your day even worse by adding onto your ticket.

Also, it's not immature to show disrespect in the face of disrespect. Showing respect in the face of disrespect is not an easy thing to do, and I know at my company, the customer service reps are essentially taught to deflect the disrespect. It's not like the customers are angry at the reps (usually), they're angry at the company, and that mindset is important. That kid wasn't angry, he was intentionally baiting the mod. It's like holding a red cape in front of a bull, and then crying when he can't dodge quickly enough.

Everyone knows MS enforces their T.O.S. very heavily, so why try to test the waters?

Yes, customer servive reps and mods deal with customers and users respectively, which are the same people, but the same rules do not apply. Mods enforce rules, CS reps try to placate angry/annoyed/wronged customers to damage control negative word of mouth. And to prevent complaint filings to the BBB. If they kid goes to the BBB to complain, you think they would take him seriously? It's completely different, to so Mods and CS reps have the same job is silly.