National Customer Service Week

Now that it is officially over, can you tell me what LL did to observe National Customer Service Week?

Heya Jim. I actually didn't know that it was Customer Service Week, but I think that's a good idea! I'll put in on the calendar for next year.

But even though I didn't know, here's what I'm doing...

- I recognize that people are frustrated with customer service right now. Open registration unleashed a number of challenges that we're still understanding and trying to address.
- so I've started to take a look at our strategy, our systems, and the underlying policies
- my first goal is to make sure we understand what people need and expect
- from there we'll take a look at what we can reasonably offer to meet those expectations
- then we'll start rebuilding our processes and systems

This might all take a few months. In the meantime, we've added staff to work the abuse report queue, to answer phones (you should start to see improved phone answering this next week), and to offer email support in German, French, Spanish, Japanese and Korean in addition to English.

I know that customer service is critical to your experience and therefore to our success. While there are some limits to the control I have over grey goo attacks and lag, where I can make a difference I'll make every effort to do so.