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Casino Customer Service Basics

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by

io andre

on 22 July 2014

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Transcript of Casino Customer Service Basics

If gaming companies are to move forward, grow and succeed, the emphasis must be on the end user, client/player and the service they receive
Why customer service is important ?
Why is customer service is important
What is Customer Service ?
Customer service is the provision of service to customers before, during and after offering a service
Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation
$B3 Bonus
Friday, April 11, 2014
Vol XCIII, No. 311
Reason why we are here
The perception of success of such interactions will be dependent on employees who can adjust themselves to the personality of the guest
Customer Service Basics
Casino Customer Service Basics
Players who have a fun and exciting experience will return. That is a simple but effective formula for success

Reinforce current skills
Customer service plays an important role in an organization's ability to generate income and revenue.
A customer service experience can change the entire perception a customer has of the organization.
Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.
Employees who are properly trained and who demonstrate professional customer service skills can improve customer satisfaction and customer loyalty.
CS helps the business retain customers and improve profits as it costs less to retain a customer than to acquire a new one.
When employees treat customers well by using proper customer service skills, they are more likely to be treated well in return.
Customers who are pleased are more open to additional sales messages and are more likely to refer others as potential customers.

The 3Ps of quality of customer experience

Maintaining quality & Service level
People: the importance of the human interface and the co-operative role of the customer as a key aspect to casino experience

Physical evidence: an appropriate environment for the delivery of the experience

Process: placing the customer at the center

Acquire new information
To increase Customer Service knowledge
Teach customer service
Better communication with players
Service quality
Reliability

Getting it right first time

Competence

The skills and knowledge needed the service

Game knowledge

Being able to advise or explain.


Responsiveness

Being ready to perform a service
Answering questions

Courtesy

Friendliness and respect
Personal appearance

Honesty and trustworthiness

People Skills

Technical Skills

Security

Physical environment

The physical evidence accompanying the service
Graphics
Uniforms etc

Communication/ Customer empathy

Knowing the players
Acknowledging the regular customer
Welcoming new players

What is our product and why are we here ?
We are selling an experience
A player can play a casino game anywhere , so why do they choose a certain casino/dealer
Less mistakes
This is simply because they have better experiences
Dealers adding the personal touch
Recognition
Building Rapport
Players as customers
Our Product

Players being involved in a transaction with the casino

People make choices and are willing to offer something in return for the participation

The Hostile:
those who dislike the idea of playing and have no intention of participation.


The Indifferent
:
those who have no strong opinions and no strong desire to participate either.


Intenders
:
those who are positive towards casinos and like the idea or participating, but never seem to get round to it.


Attenders
:
Those with very positive attitudes towards gambling and casinos whose attitudes are translated into attendance, either just from time to time, or on a regular basis

+ve ----------------------------attitudes -------------------------------- - ve
Attenders Intenders Indifferent Hostile

Bad customer care

I’m never going there again

Bad, but tolerable

Fine, I didn’t really notice

Lovely atmosphere

Wow!

Good customer care

$B3 Bonus
Friday, April 11, 2014
Vol XCIII, No. 311
Casino Customer Service Basics
Guest Satisfaction and PR

What is good Customer Service?

Successful interaction
.

Producing a pleasant, fun and professional environment.
All players start as novices.

Customer Satisfaction and PR

Customer Service

Customer Satisfaction

1% Die
3% Relocate
5% Try something new
9% Competitive reasons
14% Dissatisfied. Don’t like gambling.
68% Attitude or indifference of an employee
Skills Required
Good listening skills and questioning techniques
Social skills
Interpersonal skills
Why do we lose customers?
We are judged by our Customer Service.
Players don’t judge dealers by our procedure or by how many GPH (Gamer per hour) the dealer did.
One roulette game or BJ game is pretty much the same as another.
Social skills

Any skill facilitating interaction and communication with others. Social rules and relations are created, communicated, and changed in verbal and nonverbal ways.
Good listening skills and questioning techniques can shorten the interaction time with customers.
Interpersonal skills
Interpersonal skills are the skills a person uses to communicate and interact with others. They include persuasion, active listening and leadership
The ability to operate within business organizations through social communication and interactions
The ability to operate within business organizations through social communication and interactions
Player chat and interaction
Behaviour
Habits
Betting patterns
Remembering personal details
Building relationships with players
Welcoming new players
Acknowledging regular players
Knowing the players

Player chat and interaction
Always use your strengths
Good listening skills and questioning techniques
Always be positive, friendly and smile as much as possible
Always represent the casino the best way
Talk about things you are interested in and feel comfortable when discussing
How to introduce new dealers if you know them. Pass on conversation to new dealer
Make sure the rude button is pressed as both yourself and other players can get offended

Be enthusiastic about the game
Try your best to engage the players
Show interest in the game
Comment on the game as much as possible
Be willing/able to talk about the game
Be ready to assist
Remember the game is always the priority!
Engaging players for a better experience
Player chat and interaction

Open/Closed Questions
Close-ended questions are those which can be answered by a simple "yes" or "no,“
Open-ended questions are those which require more thought and more than a simple one-word answer
Examples of closed questions are:
Should I date her/him?
Should I call her and sort things out
Might I be of service to you ladies this evening?

More ideas?
Open Questions

Open-ended questions are ones that require more than one word answers. The answers could come in the form of a list, a few sentences or something longer such as a speech, paragraph or essay.

What is your favourite memory from childhood?
How did you and your best friend meet?
What makes the leaves change colour?
What sights do you expect to see on your vacation?

Why don't you chat with your real friends instead of the dealer?.. hmmm wrong one!!
Have you ever met Joe before?
How did you meet Joe?
Where did you go to college?
What do you feel was most beneficial about your college experience?
What is your best quality?
How can your top qualities help our company to thrive and grow?
Are you happy?
What are some of the things that bring you the most joy?

How to turn closed questions in to open questions
Player chat and interaction

Be open to feedback
Thank the player for the feedback and look positive
If a mistake has been made clarify the problem don’t deny it
Apologize
Try to do something for it (if possible)
Check back later with the player
How to deal with complaints
Player chat and interaction

Body language
Use body language and non verbal communication properly
Avoid body language that makes you look bored/disturbed (e.g sitting with crossed arms, yawning, playing with your hair)
Use vivid gestures to look more interested
Be natural and relaxed (not too relaxed)
Show that you enjoy the game
Smile as much as possible
A positive attitude may not solve a problem but will make solving a problem a more pleasant experience
Be positive!
Be positive!!!
Full transcript