Customer Service

[rowmare]

After reading the responses of several Casino Programs to player complaints on this board, I feel it's time to give some of these companies a refresher course in Customer Service:

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Dealing With Unsatisfied Customers
Studies show that the vast majority of unsatisfied customers will never come right out and tell you they're unsatisfied. They simply leave quietly, later telling everyone they know not to do business with you. So when a customer complains, don't think of it as a nuisance—think of it as a golden opportunity to change that customer's mind and retain his or her business.

Even the best product or service receives complaints now and then. Here's how to handle them for positive results:

Let customers vent their feelings. Encourage them to get their frustrations out in the open.

Never argue with a customer.

Never tell a customer "You do not have a problem." Those are fighting words.

Share your point of view as politely as you can.

Take responsibility for the problem. Don't make excuses.

Immediately take action to remedy the situation.

Empower your front-line employees to be flexible in resolving complaints. Give employees some leeway in deciding when to bend the rules. If you don't feel comfortable doing this, make sure they have you or another manager handle the situation.

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If more than a few people seem to be confused about the same thing, whether it be about wagering requirements or the nature of the game (slot or VP?), then something is wrong! Change it!

[Casinomeister]

Good points Janet.

Another point that should be made is to ensure that CSRs can explain themselves effectively. English is the language most often used in online casinos - make sure the CSRs are proficient in grammar, punctuation, and spelling.

Some managers need an English refresher course as well

Some of the emails I receive from CSRs and operators alike are really embarrassing. They appear to have been written by some teenage HS dropout. And these are native speakers

[Vesuvio]

Nice post, Janet. If casinos want to be popular and attract business (which you'd think would be a reasonable business model as they win on every game in the long run) that's what they should do.

Unfortunately though I don't think it's just incompetence that leads to bad customer service. A large number of them seem to have come to the conclusion that the extra one-off money they'll earn from confusing, misleading or at times cheating players will more than make up for any bad publicity and lost business. Not running a casino it's hard to know, but I wouldn't be surprised if they were right.

[virtualted]

Janet,
Great post. We do some time forget here on the other side of the wall. I have copied your post and have it at all of the customer support stations. Just remember one thing though, on our side every customer is upset in some way or another. The only reason someone deposits is to win. So if they lose it is the casinos fault, if they win, than they are not happy because a bonus might have been removed from cash out, not made a play through or did not get paid instantly. But once again loved the reminder of what service is.
Ted
Ted@casinosupportcenter.com

[rowmare]

Janet,
We do some time forget here on the other side of the wall. I have copied your post and have it at all of the customer support stations. Just remember one thing though, on our side every customer is upset in some way or another. Ted@casinosupportcenter.com

I agree with that. I used to be an MSN support tech, and you can just imagine how much patience and 'courtesy' it took to fix computers over the phone with a very angry and beligerent customer on the other end!

It is a very trying job to work on phones for hours, and still stay cool when people at the other end sometimes are yelling at you and refusing to calm down.

[casinogossip]

Greetings Janet,

I’m quite confident that nearly all if not every casino group could learn a thing or two from your exceptional post.

In addition to the language barriers mentioned, I think that support response time needs to be addressed as well.

If a comp is offered get it to the customer in an expeditious manner - likewise when processing a cash-out do the same. When a customer inquires via email respond promptly keeping in mind all of the concepts Janet has outlined. Don’t place customers “on hold” for extended periods of time.

Good customers are not a dime a dozen so don’t treat them like they are …

[Petunia]

Dear Janet,
How about a post for "Treating the CS" too?

I am (fortunatly ... or not) a 'two-sides-of-the-coin' kinda gal.
I truly think that sometimes the caller has the absolute right to be fuming,
and that the customer is always right... within reason.

I would like to suggest the following to 'get your way' or at least HELP, when you call:

1) Know who YOU are. It helps to have your account details, and the EXACT e-mail adress you use! Call center staff are NO psycics!!

2) Know what your prolem is... You cannot just call and say "NOTHING WORKS" ... that is vague!

3) Ask sometimes before you accuse.

4) Please, thank you and general curtesy words go a long way!

5) Keep in mind the person answering the phone is NOT the casino, nor the software operator! They are there to try and help you, but if YOU wont help them... oi vey!

6) Oh, and screaming makes it difficult to hear your problem, and therefore questions will have to be repeated which in turn could be frustrating for BOTH parties....

7) Try to keep in mind that nobody is out to 'get' you, especially the call center chick/hottie answering the call!!

8) Sarcasm could be funny! Really, so expect pple to laugh if you tell them that "The retarted system is so full of gremlyns it makes it look like a teenage hormone party" .... it tickled me pink!!

*sigh* ag, so we can go on and on, and i know, my spelling suck, my tenses suck, my english in genral suck... BUT at least I can communicate to you ... when in rome... can you speak greek?!

Petunia

[padanian]

Just remember one thing though, on our side every customer is upset in some way or another. The only reason someone deposits is to win. So if they lose it is the casinos fault, if they win, than they are not happy because a bonus might have been removed from cash out, not made a play through or did not get paid instantly.

Just remember one thing though, on players' side every casino is upset in a way or another. The only reason casinos exist is to have players losing there. So if they have to pay you your winnings it's players' fault because they are cheaters, bonus abusers or use robotic devices. So casinos will try anything not to pay you, or at least will make the procedure a nightmare. Not to mention the locked accounts.

[padanian]

nothing personal Ted, I do like your posts. But at the end there can be no friendships between casinos and players...

[Petunia]

Hey hey heeeey!

Hey, in general, they do not have to go wild like bunnies and absolutely love each other 60's and 70's style.. but they can GET ALONG and BE civil!
just a thought.
Choice. Use it, don't use it!