Qualities That Make A Great Casino Support Staff

Qualities-that-Make-a-Great-Casino-Support-Staff

Everyone has experienced it, horrible service at an online casino or a Brick and Mortar casino. There is nothing worse that knowing you are pumping your hard earned money into a place, yet they cannot take the time to handle your question or concern with the appropriate level of care and attentiveness that it deserves. The challenge is that while bad service sticks out like sore thumb, good service typically blends into the background. It has become expected, so it is hard for casinos to differentiate themselves on service.

That being said, some casinos really put the bar high with respects to expectations. They stand out not only by what they do, but how they do it. Trying to describe the qualities of what makes a casino support staff great is hard to do. Many people know it when they experience it, but have a hard time articulating it beforehand. In an attempt to unravel the mystery of what great support looks and feels like, below are some examples of some qualities that help them stand out.

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Attentiveness

There is no better feeling the world than having someone listen and understand what you are saying. Whether it is a concierge at a five star casino resort or a customer service representative manning a level one support chat, having someone understand what your problem or concern is immediately makes you feel like they are someone vested in your issue. This helps, especially if your issue is negative in nature. The first step with any resolution should be to clearly and concisely identify the problem. Being attentive give you a huge head start in that area.

Anticipation

An ounce of prevention is worth a pound of cure. With casino support, this is very true. Most player issues that come down the pike are not new in nature. Often times, a series of events will lead to a known result. That result may not be known or clearly laid out for the player, but a good and experience customer support staff member can identify these things and make the player aware of them. This helps prevent small problems from morphing into larger ones. These types of staff members are worth their weight in gold. Not only do they make the job of running a casino easier, but they also add value to your casino by creating loyal players.

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Taking Ownership

Too many times, corporations, not just casinos, throw freebies at customers to win them over. In fact, most studies show that what customers really find valuable is when their problem or concern is handled through completion the first time. In other words, there is a clear resolution to the problem before the support staff has ended the touch point. You cannot get to this point unless you have support personnel that are willing to take ownership of the players’ concerns and treat their problems like their own.

Great support staffs probably will never win over customers, but they can do a lot to decide whether someone stays or leaves. Invest some time and money to get the right people in the right roles, and train them accordingly and you will have players for a long time to come.

Rose Pratt

Rose Pratt is an experienced blogger specialized on everything and anything related to the entertainment industry. If you want to check the latest celebrity news or find an honest review about Las Vegas hottest spots, she is the one.

  • If we are talking about support staff at SOV….yall have it all!!!! Love SOV and all of its support staff!!!! viggy00

  • A good casino support staff knows is well trained and knows the rules for each promotion. I have missed out on several promotions because the staff did not understand the rules for the promotions. Drconnie

  • Handling questions promptly without long waiting periods is a huge plus for your support staff! I not only enjoy the games at SOV, but the knowledge that if I have a problem it will be quickly resolved!

    Sincerely,

    kkathy195258

  • I received excellent customer service from the staff on Facebook. It was prompt and answered my question right away. lucky134me

  • ray16823

    A good customer service staff will not argue with the customer.Remember the customer keep`s you running.Make the customer happy!

  • this is catronbabe and i believe what makes na good staff member is being able to put yourself in the other persons shoes and really care about what it is you are trying to accomplish going the extra mile to help you out instead of just saying sorry try again later.

  • cindyeadeh

    cindyeadeh i think that each and everyone of u play a big part at sov. @ one point or another we do have to go through all of u guys to play @ sov so all of u are a big part of my life love u guys keep up the great work sov.

  • i have contacted the staff, both on live chat and in private messages, they have always been prompt, friendly, helpful and very patient, keeps me coming back thank you sov staff! hottopic2001

  • ttazfam

    “The customer is always right” has always been a good motto to live by when providing customer service. The second essential factor is going to be how much “power” they have. There really is no point to offering ‘customer service” if you aren’t going to ’empower” them to some extent with what they can give or do for a customer to make them happy. It is generally pretty easy to tell when true customer service is offered as opposed to the business that has a “shut the customer up” team. It’s all about listening, “understanding” and a willingness to meet your needs to even a small extent when you are spending money.

  • dcg0404- i think a fast response and friendly staff are essential. also to have a little understanding . the customer maybe having a bad day etc. try to lift their mood so they will want to play more.

  • THIS SHOULD BE A GOOD ONE FOR ME TO PARTISAPATE IN I HAVE BEEN HAVING A PROBLEM WITH SOV I HAVE PLAYED MANY OF YOUR FACEBOOK GAMES HOPING TO WIN A FREE CHIP BUT MY PROBLEM BEING I HAVE NOT BEEN ABLE TO MAKE A DEP I HAVE TRIED MANY TIMES TO DO SO AND I AM TRANSFERED TO DEPOSIT CENTER BY YOUR PHONE ROOM STAFF I WAIT ON THE PHONE FOREVER THEN A RECOURDER WILL COME ON AND SAY THAT NO ONE IS AT THAT EXTENSION AND I GET THE SAME THING WHEN I CALL YOUR DEPOSIT CENTER SO IF I EVER WIN A CHIP I WILL GET TO SEE FIRST HAND HQW WELL YOUR STAFF CAN REALLY TAKE CARE OF A REAL CUST PROBLEM I PLAY AT MANY CASINOS AND DONT REALLY HAVE A LOT OF TIME TO MAKE DEPOSITS OR TO DEAL WITH ISSUES SUCH AS THESE I MUST ALWAYS KEEP MY PLAYING MY BUSSINESS PRIVATE AND JUST WANT TO PLAY AND HAVE FUN WITH NO HASSELS SO TO BE FAIR TO SOV I MUST SAY I HAVENT EVER BROUGHT THIS PROBLEM TO ANYONES ATT. EXCEPT CHAT STAFF BUT YOU WOULD THINK THEY WOULD PUT ME IN TOUCH WITH A HOST OR SOMETHING ANY WAY JUST SAYIN I REALLY LIKE SOV AND IT WOULD BE REALLY NICE TO BE ABLE TO BE ABLE TO PLAY THERE AGAIN ILL KEEP TRYING BECAUSE I DO LIKE PLAYING THERE AND YOUR FACEBOOK GAMES ARE ALOT OF FUN TO PLAY AND HOPFULLY I WILL WIN A CHIP ONE DAY THEN I WILL HAVE TO SEE WHAT KIND OF CASINO STAFF YOU HAVE

  • nightangel65; I believe that the qualities that make it for the support staff is to really listen to what the customer has to say and always make sure that you have a great attitude and smile in your voice no matter what the customer is like. Also to make sure that you are “on board” with concerns and questions and if there is one you can not answer to make sure to find someone who can help out. It is not wrong if you can’t answer but it is wrong if you refuse to find the answer. I really like the support team SOV has and I have not had any real serious problems. Good job support staff.

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