Please apply your own Global Code of Conduct to your Customer Service in order to demonstrate that you actually value your customers.

We live in an era where many of our manufactured goods are produced in Far Eastern sweat shops, where energy companies neglect environmental safeguards that result in massive oil spills and bad banks are bailed out by governments, yet in 2013, for the second year in a row, it was gaming software development company, Electronic Arts (EA), that won 'The Worst Company In America'.

What does that say about the customer service practices of EA?

 

EA's Global Code of Conduct states they will “think of customers first”, “act with integrity”, “listen and respond”, “be accountable” and “deliver service beyond expectations” in order “to build lifetime customers”. In my experience they have clearly failed to do this.

 

I first experienced EA's customer service standards when they were chosen by Mattel to take the contract for digital Scrabble. I was appalled by the standard of customer service that I and my fellow Scrabble enthusiasts received. The difficulty involved in contacting them, the lack of response to complaints left on forums and fan pages and the trite, generic responses received sporadically via email. As I researched other games and other platforms, I discovered the overwhelming experience of EA's customers was of a company that just did not care. The old clichés were rife: 'Once they have your money...'; 'It is very difficult to speak to a real person'; 'Given the run-around'; 'Ignored, banned, blocked'. I have spent my working life in customer service and EA's standards are just not good enough.

 

I am asking Andrew Wilson, the Chief Executive Officer of Electronic Arts, to go back to basics with his company's customer service standards. I am not suggesting that they resolve every customer's issue, to the customer's satisfaction, every time, just that sound, responsive service becomes the principle that underpins their customer relations. Please sign this petition to demand that Electronic Arts improves its Customer Service Standards.

 

Here are some basic principles of good customer service:

Make it easy to contact a real person

Listen to your customers

Respond in a timely manner

Seek a resolution to complaints

Provide non-generic responses

 

In a nutshell, value your customers.

 

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
- Donald Porter CBE

 

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