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MMORPG.com's Carolyn Koh sat down for an interview with Free Realms Customer Service Manager Sharon Morris to discuss the differences between dealing with kids and adults in Free Realms.
In game Customer Service reps in Free Realms are Referees and Enforcers. This concept was actually developed by the early Customer Service Team. The team works across all servers and are “color coordinated” – such as Referee Ruby, Referee Blue, Heliotrope, Tangerine or Charcoal, each developing a role-play persona, and interacting with the players in that manner, whether it’s in response to a Customer Service issue or simply chatting with players. They all wear the black and white striped tunic of sports referees while Enforcers look somewhat like stern Canadian Mounties. Referees and Enforcers basically play good cop / bad cop. When an Enforcer shows up in game, kids know that the boom is being lowered on someone.
Referees are always seen in game, in fact they are on 24/7 I was told. You’ll often find them at the game’s natural gathering places to interact with players, to answer questions and to throw down a boom box for dance parties. Referees also show kids how to put in a Customer Service Ticket so that the issue they are having can be properly taken care of and tracked. Many tickets that come through the system often are requests for a Referee to bring a boom box or to come chat or basically, “come play with me.”
Michael "MikeB" Bitton