45+ (Baby Boomers) VIP question

[AussieDave]

Hi,

Having experience being a VIP at both a land based casino and online casinos, I wanted to ask if my (45+ age group) peers think my expectations relating to the service level by a VIP manager at online casino are unreasonable.

Example # 1:
VIP manager (online casino - age 27) contacts me on a Sunday night via email, wants to phone me. Asks if it's ok to do so and what time would be convenient. I respond with a time and received another email saying I'll call you soon.

After waiting 2 hours and no phone call, receive another email saying they've decided to call tomorrow at the office.

I respond that that's not good enough, followed with a few other choice opinions. (all civil).

I'm told I'm being unreasonable and basically being ridiculous. Ending with it's only a phone call.

Example # 2:
Receive an email from VIP manager (same person as above) who promises to send me a document (on a given day), an issued raised that's connect to deposited money. This document had been promised to be sent on two previous dates but both promises were broken.

Document again does not arrive. After being feed what I can only surmise as further excuses, and stall tactics, I'm even more upset and can't believe the responses I'm receiving from someone who is supposed to be a VIP manager.

Example # 3:
Decide to send email explaining exactly why I am upset.

After a couple of to and fro email exchanges, I start to realise that this person has little or no concept of where my values lay.

Feedback Question?
I would assume that the majority of VIP clients of an online casino are in the 45+ age group. People in this age group are more likely to have a larger amount of disposable income.

Given this observation, people in my generation (baby boomers) were generally raised with different values to what the "Y" generation were for example. Be this as it may, is it unreasonable for me to expect (given I'm a VIP) that a VIP manager should at least have some concept as to the general expectations, etiquettes and other values normally associated to people in my age group and to act accordingly?


Cheers
T

[chuchu59]

Trezz,

You could be right about the 45+ thing but then there is an equal chance of having met a very laid-back manager as you are talking of the same person throughout. Think no more about this guy and take your money elsewhere. You must try to accustom yourself to the fact that there are very many poor managers around.

For the best customer service, play at 32RED. If you have a liking for RTG, try the Rushmore Group or Jackpot capital

[AussieDave]

Hi chuchu,

Wise words

Unfortunately it's an ongoing issue that still needs to be resolved, that does involve more than a couple of hundred bucks. If it was just a pittance, then I'd certainly walk away.

I agree 32red are tops

After some brief dealings with Pat over Christmas, I've never ever found anyone that treats people like Pat does. Without doubt his unsurpassed friendly & professional manners totally blew me away!

Not to mention the cash out he arranged on Christmas eve for me.

Pat of 32red is a true gentleman.


Cheers
T

[jetset]

I think Chuchu is right - it's not so much a generational decline in business ethics and courtesy as an unfortunate encounter with one of the many piss-poor "managers" that seem to be so abundant in online gambling.

This sort of employee can do so much harm to a company, or a helluva lot of good, as many players have noted in positive interactions with guys like Pat at 32Red and many other well-run operations that hire on merit rather than the peanuts and monkeys business model!

The pity of it is that this sort of ill-mannered and business-challenged cretin probably gets away with his/her unacceptable attitude enough times to encourage him/her to continue in this way.

It's the sort of situation where access to the general manager or better yet the owner of the establishment could result in the culprit either disappearing entirely or experiencing an enforced epiphany that makes him or her fly right in future.

Unfortunately, access to the top levels of management and/or ownership are usually not that easy.

There's an old Scots saying appropriate to this VIP 'manager': "Get a job you like!"

[Mousey]

(I'll try not to go off on one of my rants)

Customer service reps are the casinos' front line. The reps are who players talk to first and sometimes (unless you're a VIP) our ONLY personal contact with online casinos. The basics of customer service (regardless of the rep's age!) are easy to list -- remain courteous, listen/read the player's question and answer or offer to find out, return calls/emails promptly, etc. -- but (evidently) almost impossible to achieve.

I've been playing online for years -- 7 or 8 I think -- and even though I'm familiar with the ins and outs of contacting CS, I'd rather poke myself in the eye with a stick than have to email or phone an online casino. 9 out of 10 times, a simple question is ignored or answered incorrectly, meaning further emails and/or phone calls are necessary, with me (the player) growing more frustrated with each email/phone call.

It's simple really... treat players as customers, not as goo on your shoe or a biting gnat to be gotten rid of as soon as possible.

There's more than one casino I've uninstalled over the years because of CS Snafus ... and I'm not that difficult to deal with -- really!

As for VIP support.... They should be even more knowledgeable, personable, prompt and helpful. After all the casino DOES want that player to stick around.

Next will come the discussion of how CS is overworked and underpaid, etc. However... that is not the players' fault! The casinos are at fault here, and something needs to be done, but blahblah blah blah.... we've heard it all before.

I guess it did turn into something of a rant... sorry....

[KasinoKing]

I agree with everyone else; Baby boomer, VIP or lowest of low-roller - everyone should expect a basic minimum of service from people only to happy to relieve us of our money.
If they promise to get back to you in a certain time, they should - no exceptions.

C'mon Trezz - name & shame this casino!
KK

[jetset]

(I'll try not to go off on one of my rants)

Customer service reps are the casinos' front line. The reps are who players talk to first and sometimes (unless you're a VIP) our ONLY personal contact with online casinos. The basics of customer service (regardless of the rep's age!) are easy to list -- remain courteous, listen/read the player's question and answer or offer to find out, return calls/emails promptly, etc. -- but (evidently) almost impossible to achieve.

I've been playing online for years -- 7 or 8 I think -- and even though I'm familiar with the ins and outs of contacting CS, I'd rather poke myself in the eye with a stick than have to email or phone an online casino. 9 out of 10 times, a simple question is ignored or answered incorrectly, meaning further emails and/or phone calls are necessary, with me (the player) growing more frustrated with each email/phone call.

It's simple really... treat players as customers, not as goo on your shoe or a biting gnat to be gotten rid of as soon as possible.

There's more than one casino I've uninstalled over the years because of CS Snafus ... and I'm not that difficult to deal with -- really!

As for VIP support.... They should be even more knowledgeable, personable, prompt and helpful. After all the casino DOES want that player to stick around.

Next will come the discussion of how CS is overworked and underpaid, etc. However... that is not the players' fault! The casinos are at fault here, and something needs to be done, but blahblah blah blah.... we've heard it all before.

I guess it did turn into something of a rant... sorry....

And the really sad (and even bad) thing about it is that these essentials have been drummed into operators over and over again in conference papers, professional publications, in private meetings etc etc etc ad nauseum.

It should be a major focus for any management worthy of the title, and yet we still get too many incidents such as that typified by Trezz.

[winbig]

"VIP MANAGER" at 27? Get real. They wouldn't know their a$$ from a hole in the ground, when it comes to customer satisfaction.

They should be in the role of VIP rep...in training for many years down the road when they can take over as VIP Manager....once the current one retires.

[jetset]

Nah....that's in the real world, Win - I'd guess from the reports we see so often that the average age is well under that for most of the VIP 'management'people LOL...and they've probably not had to undergo any apprenticeship beyond a spell in Support!

[vinylweatherman]

I think that what we think of as "being a VIP" is not the same as the casino's view. Many may well have a policy that pretty much EVERYBODY makes VIP after meeting very basic requirements. This means that you do NOT have the importance to your contact you think you have - "VIP manager at 27" seems to support this.

Remember, it's all about inflated status, all the rage with job titles that are designed to make an employee sound REALLY important, yet they are not really.

For example (made up, mind you)

Inflated job title could be "Domestic Hygene Operative" (Cleaner) and "Domestic Hygene Manager" (Head Cleaner / Supervisor). The inflated part is not that cleaners are not important, but the title implies a level of academic achievement that is not warranted (nor needed) for the job.

Another example is the "Restaurant Manager". VERY important if you are referring to some 5 star eatery with a top celebrity chef, but, the very same job title applies to every high street McDonalds It's a post seen as a STARTING point for an exit into "real" jobs, whereas in a top 5 star restaurant this would be a highly prized position and might be the end point in a career.