When Monsters Attack - Your Support Department
Summary
This policy and the associated product changes to enforce it were designed purposefully to build trust between parents concerned about the safety and security of their children and the company’s social responsibility. The senior support agent who handled the call realized very quickly the problem was specifically because of the limitations of a minor signing up for a teen-rated game. Instead of requesting time to understand the issue and how the company could best serve the customer while still adhering to their policies, the representative suggested the father falsify the child’s registration information to bypass the restrictions and help with a speedy resolution. The VP of CX was worried about the fallout with other customers, the legal team was reviewing the contractual obligations, and the CTO was visibly shaken that such a breach could occur. The next time you awake in a cold sweat from panic caused by the nightmarish visions playing out in your head, think about how that feeling fades as you realize it wasn’t real at all.
