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.
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.
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.
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.