Are GMs ever penalized for the way they handle tickets? I had one respond with nothing but slang and smily faces the one day, it irritated me quite a bit...
Penalized? That would only be likely if they were not abiding by the policies and procedures that are in place for them. Beyond that, we tend to work with our staff to improve their interactions.
Different customers enjoy interacting in different ways and it tends to be impossible to please everyone. Blizzard is what is it because we are a group of very passionate gamers
, and we generally interact with others on that level.
Obviously, if your interpretation of events is accurate, adjustments to the conversation would be prudent. That is why feedback through the surveys is important as I mentioned before.
When I originally replied I had higher hopes that this thread would remain positive but apparently that wasn't in the cards so I'll be locking it.