It’s Time To Have A Little Chat

(I have been working in the support center for an online video game for barely three months when I get what can charitably be described as a customer complaint that upsets me. It says, simply, “[Other Player] is being a [racial slur] to me.” At the time, I am living with and romantically involved with someone of this ethnicity. I am displeased but resolve to power forward. I open the chat window.)

Me: “Hello! I understand you’re having a problem with another player.”

Player: “Yeah, [Other Player] is being a [racial slur] to me.”

Me: “I’ll thank you to not use that word again during this conversation.”

(Given the nature of the “complaint,” I’m not entirely certain if the player is trying to troll me or is trying, poorly, to report inappropriate behavior. I pull up his account history and pull his current chat logs to see.)

Player: “Why? Where I’m from, it just means an ignorant person.”

(The account history shows this player has received several account penalties for harassing the other person, each disputed by him but upheld. I also see the personal details of the account holder.)

Me: “I’m pretty sure that word means the same thing in Los Angeles as it does elsewhere.”

(The chat logs reveal my petitioner has in fact been continuing his harassment campaign toward the other player, who did not respond. I pull the current logs.)

Player: *to his friends, in another chat entirely* “I think I pissed off the CS rep.”

Me: *in response directly to him, in the chat between us* “Yes. You did.”

Player: “You can see that?”

Me: “As well as what you said to the other player, and what you’ve done to him before. I suggest you leave them alone, as they requested on [date of previous account penalty], and that you be more careful with your approach to others. This would ensure you remain in good standing and can continue to play.”

(The player pauses in his response, and does not chat with his friends, either.)

Player: “Okay. Sorry to bother you.” *to his friends in their own chat* “I think maybe we should leave [Other Payer] alone. It looks like [My Game Company] is getting serious.”

(I was never so happy to tell a customer no.)