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Operational Principles for SohaGame's Game Management and Customer Care Teams

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Game Management Team:

1. Responsibilities of the Game Management Team (Game Master):

  • a. Assist customers with issues related to Accounts, Characters, and Assets within the game. Answer inquiries regarding applications on social networks and games provided by SohaGame.
  • b. Resolve disputes and complaints between customers.
  • c. Represent SohaGame in resolving issues arising between customers and the company.

2. Capabilities and Principles of Intervention for the Game Management Team:

  • a. Do not participate in or interfere with the gameplay of ordinary players. Refrain from any actions or words that offend or cause conflict with individuals or groups within the game.
  • b. Do not exhibit any bias or oppression towards players in the game or customers using SohaGame's services.
  • c. Do not use any form, directly or indirectly, to give, gift, or trade items within social network services or games.
  • d. Absolutely prohibit joining Guilds of players who are Customers. Do not exploit the special abilities of a Game Master to engage in combat with players or assist players in combat or completing quests.
  • e. Have the authority to handle players who violate the terms of this document.
  • f. Strictly prohibit disclosing information about server activities, characters, monsters, events, or future game update information in any form.
  • g. Strictly prohibit using GM accounts outside of working hours or for purposes not related to work.
  • h. Strictly prohibit disclosing SohaGame's internal information, personnel, or GM accounts.

Customer Care:

  • 1. Customer Service (CSKH) staff must be friendly, polite, speak clearly, and create a comfortable support experience.
  • 2. Pay attention to listening and calmly record information in all situations to support customers.
  • 3. Always prioritize customer care in the work process. Do not exhibit a displeased, frustrated, or angry attitude towards customers.
  • 4. In cases where customers exhibit inappropriate behavior, rudeness, or use offensive and uncivil language, we may decide to stop or refuse support depending on the situation.
  • 5. Do not provide any account or game character information to individuals who cannot prove ownership of the account.
  • 6. Do not provide any other information about the publisher (NPH), new product information, or internal information outside of what is published on the product's homepage.