Where is the Love? (Part two)

July 31, 2014

So, a few weeks ago I was discussing about how there’s becoming a slow decline of the quality of customer service. What happened to the respect that we gave to others?

Of course that respect is not completely gone and there are many great people out there, but I can feel the decline of quality of the customer service that is provided to customers. How can this epidemic disappear? Well, it will not disappear, but you can always do something in order to make sure that both the customer and the customer service representative both have a good experience. That’s right, it is not just the customer service rep that is causing a problem…it is also the customer themselves.

So, for the customer service representative, here a few things you can do to ensure a high quality conversation on the phone:

1) Always greet the customer with a happy tone. If your tone is down or not caring, the customer will immediately feel taken back by the conversation, and will feel a bit dissatisfaction of the call. Remember, first impressions do make a difference, so make a good one!

2) Talk the customer through the problem. Do not immediately address the problem as “their fault.” Make sure to walk the customer through the steps that they took to encounter the problem that they are experiencing and ask questions throughout the way in order to understand what the customer’s problems actually are.

3) Offer solutions on the spot. A great way to be a customer service representative is be always willing to offer some kind of solution on the initial phone call. Do not send it to a manager or another person without offering some feedback as to a way to solve the problem. If by chance the solutions you offer do not help fix the problem, then it is appropriate to send to another individual who has much more knowledge about the particular problem of which the customer is experiencing.

4) Always end with a happy tone. Ending on a sour note will NOT give the customer a good experience of customer service with the company. If you cannot solve the problem, that is okay, but make sure that you are understanding of the frustration that the customer is experiencing and that they are better noting that the problem is going to someone who has more knowledge. Always end with a notation, such as “Have a great day” or “Enjoy the rest of your weekend.”

Now, for the customer, here are a few tips in order to ensure happy customer service:

1) Describe what is happening as thoroughly as possible. The “it is not working” statement does not help at all. Trust me, I have heard this response a lot when I am helping friends solve computer problems. Tell me what is not working, or what exactly are you experiencing that is giving you the impression that “it is not working.”

2) Have information about the computer BEFORE making the call. If the problem is with a computer, make sure you have some basic information about the computer itself (make and model) before calling customer service. This will ensure that if or when that question is asked, you will not have to keep the customer service rep waiting for a while just so that you can get that information.

3) Try the solutions that the customer service representative offers. You would be surprised at how many people do not actually try the solutions that the customer service rep offer before saying “that didn’t work.” It is as if they do not want the product to be fixed and instead want a new one. If you wanted a new one, why are you calling customer service in the first place and instead just buying a new one? Trust me, trying to “beat the system for freebies” does not work as well as you expect.

4) Do not become “that customer.” In the customer service rep world (including service desks, retail, etc) there is always “that person” that continuously calls or walks to the customer service desk complaining about the lack of service, the attitude of employees, or anything of that matter just so that they can receive some special treatment. Trust me, everybody in the customer service industry really despises “that person,” and if we could, we would have you be in our shoes while we complained all the time to you. The world does not revolve around you, so do not think of yourself so high and mighty.

I think that just about sums it up as to what can be done on both sides in order to ensure a happy and friendly customer service experience.

That’s all for now, until next time…keep that tech gear ticking.


Mafia Game Monday (MGM) – Starting New Engine Integration

July 28, 2014

I am introducing Mafia Game Monday (MGM), which will give more insider information into one of my areas of expertise, which is mafia game engines.

Today on MGM, I am going to show the beginnings of a brand new design integration for a Generic RPG game engine.

With help of Toxic Designs for the initial design, I am in the works of integrating the engine into a more mobile design, which will use jQuery elements in order to produce a more interactive gaming environment.

Screenshots are below of the index page with static data:

Index page once logged in

Index page once logged in

Index page with left panel open

Index page with left panel open

There will be many more updates to come discussing this new integration, so stay tuned!

That’s all for now, until next time…keep that tech gear ticking.


PHP Chat System

July 14, 2014

So, I have played around with many different php scripts over the years, and I have found that many of these scripts do not have a great chat system whatsoever. It’s either very bland, very “blocky”, or just simply unusable. In many games, having a chat system is vital in order to encourage great communication between players.

I know that many have opted with integrating a chat system from an outside source into their games (which is not necessarily a bad thing), but how about creating your own?

Well, just that has been done, and it is a great tool to use in order to fully give your game that edge over many others.

A screenshot is below of what this looks like:


Mobster Madness Chat System

You are able to drag it all around the game without interrupting the game whatsoever. This chat system can also be integrated onto the main page, which will then give you a chat system throughout your game. It is very nice to have, as it makes integration from the game to the chat system a “no-brainer”.

This chat system includes the following different programming languages:

  • PHP
  • JavaScript

If you have any questions in regards to this chat system, feel free to contact me! I am more than willing to answer any questions you may have. 🙂

That’s all for now, until next time…keep that tech gear ticking.


Where is the Love?

July 8, 2014

A few weeks ago, I took a trip to Kansas in order to visit one of my friends. It was my first time to Kansas, so it was certainly something different to me to see not only the environmental differences, but the mentality differences as well.

I was inside of an Aldi store, which if you don’t know what that is, it is a discount grocery store. Now, at Aldi’s, they for some unknown reason do not accept any credit cards or checks. I know, makes no sense, but that’s the reality of this store. Anyways, there was a lady in front of me who had a debit card (which they do accept) but could not get it to work. She also had checks with her, but again, they do not accept checks. So, noticing her problem, I pulled out my wallet and paid for her groceries that day. It wasn’t much (less than $20), but I’m sure that they were needed for something. She kept thanking me over and over, surprised that someone would even be so kind enough as to give that kind of gesture at a time of need.

This baffles me that for some reason, kindness is that uncommon today that it was so unexpected of a stranger to help someone out. I know that there is a fine line with that, as you would not want it to be “expected”, but nevertheless, there just seems to be so little kindness in this world we live in today..and if there is, it is NOT acknowledged whatsoever.

We need to learn to treat others as we would like to be treated, not only on a personal level, but on a professional level as well. As a IT professional myself, it baffles me when I hear horror stories about how IT customer representatives are extremely rude and vulgar to their customers. What if you were on that side of the phone line? Would you want someone talking down on you like that? Wouldn’t you want to treat a customer (who IS a person) with dignity and respect?

There is much more to branch off of this blog topic, so stay tuned for much more different branches in much more detail.

That’s all for now, until next time…keep that tech gear ticking.