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Message: <blockquote data-quote="jgsugden" data-source="post: 1290714" data-attributes="member: 2629">I didn't address it directly, but I hit on the appropriate analysis: A cost benefit analysis. Major issues need to be addressed, minor issues can slip by if needed.A quick analysis can reveal what the balance for each product regarding the revenue (or profits) to the company for a given product and the number of players using that product. Any product that scores high on both categories needs more attention and greater detail. Any product that scores lower in the two categories needs less attention to detail. I also mentioned specialization in passing: A guru for each major subject. Does every person on custserv need to know all the rules for Star Wars? No. Only a select few who get all the questions on Star Wars sent their way. This is *basic* economic theory. It is something that most college graduates (via a single economics, business or political science class) should have a handle upon. If the people running custserv are not even doing this minimal level of organization, I'm moving myself from the disappointed category into the disgusted category. Heck, anyone that had a high scholl economics class should understand the benefits of specialization.Custserv needs to deal with all WotC products. Each custserv agent should not be doing so. That is a ridiculously inefficient method. I don't know the numbers of employees working on custserv aspects, but there are enough for specialization to be used. I've seen more than a few custserv names float by in answers to my questions or posted on the boards. And if these guys truly can't handle the ideas I've tossed out: Fire three of them and bring in one guy at $50,000 that is an expert in these areas. One guy with authority and knowledge could drastically improve the situation. He'd at least be able to get some consistency going for custserv. Heck, bring in a quality consultant for *one week* and I bet you'd see enough improvement to get better results ... probably good enough to reduce the number of employees.Off the top of my head: Implementing automatic response systems tied to key words could provide quick answers to the obvious questions. When a question is sent to custserv that features key words, an automated repsonse could be sent back that has FAQs on the issue tied to those key words. If that automated response answers the questions, the person asking the question clicks on a link on the email and his question is removed from the queue at custserv. A week of work up front to set this up could save months of work down the road.A searchable message board that contains all the custserv answers to questions would reduce the need to ask a lot of them, though it might create an extra influx of questions raised by those answers ... but I count that as a plus. It would lead to greater consistency and accuracy. Hammer the questions out fully once and you'll reduce the number of questions in the future. These might be good ideas. Maybe there is some aspect that I am not seeing that makes these bad ideas. Regardless, there is a problem and good ideas need to be found to solve them. I can't imagine that there is nothing reasonable left to do to improve the situation.</blockquote>

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