Subject: PKR - CHECK THIS OUT!!!
From: Trisha Perez <[email-masked]>
To: Philippines <[email-masked]>
Cc: akhil <[email-masked]>, Ruchi Johri <[email-masked]>, gee <[email-masked]>, bernadette <[email-masked]>, nyle <[email-masked]>
Date: Thu, 8 Dec 2011 01:03:08 +0530 (IST)

Sharing with you ... A post created by Pete over our PKR Blog! 

You are not school teachers!!! 

I’m seeing a bit of a pattern lately of people getting too stern and patrician with the players over things like duplicate accounts and false details. Try to remember that most players will never read our terms and conditions, (do you ever read the terms when downloading game software?) and so are mostly unaware of any rules they have broken. 

Therefore, using phrases like: “You broke the rules” “You have breached the terms and conditions” “We do not permit..<blah>” is (in most cases) completely inappropriate. Instead we should be trying to encourage players to cooperate with our requests, using phrases such as: “As an online business we have an obligation to ensure that players only use one account.” “We are legally obliged to ensure that our player’s information is correct” and “Our security measures are in place to prevent fraud, but they can sometimes effect ordinary players like you.” 

The difference in tone between the first set of examples, and my second set of examples is a factor which could be the difference between a player never coming back, or actually providing their copies and continuing to be a customer. So please, even when people have broken our rules, treat them with some humanity; we’re not dealing with master criminals here and there is no need for all this finger-wagging. 

NB: this refers only to tone and style of communication , I am not hereby reversing any existing procedures.