What if this were you ?

[brucefinaldi]

Players are the ones who drive the online casino industry. This said, I believe Customer Service employees need to give the best service possible to the players who have chosen to play at their casino establishment.

In this situation, I would of been EXTREMELY offended, yet I would try to handle the manner in a responsible way, and request to speak to the manager, for a HUGE comp for the UNACCEPTABLE behavior.

The one support staff's behavior, does not necessarily speak for the Casino. In my opinion, the casinos do appreciate your business (maybe not Rogue Casino's, but thank God for CM in terms of player safety) and will do their best to keep you as a player.

I hope this helps, I really felt indignant, when I heard about your really unnecessary treatment by your casino.

Have a good day.

Bruce

[jetset]

Doesn't this really come down to CS training, motivation and supervision?

It has been noted many times before that CSR's are too frequently undertrained, undersupervised and underinformed, and that's a direct fault of line management that ultimately reflects badly on the owner and the brand.

I personally believe the industry is getting better at customer support, but there are still operators who do not seem to understand the absolutely critical importance of the customer-casino interface.

That is manifested in inadequate investment in training, CSR selection, equipment and attention to CSR activities.

We all know that individual members of the public can at times be difficult and even devious (I am not suggesting that that is the case here) but as a representative of the business that employs them the CSR and supervisors have to keep their cool and remain helpful and polite.

That professional discipline must be held until the issue reaches such a point that only management can be left to sort it out....and if that stage is reached it needs immediate attention by preferably senior management who know what they're doing.

Even when baited and provoked, CSR's have a duty to their employer to stay polite and disciplined - it's the customer that ultimately provides the means for the company to succeed, and it is important that that message is reinforced with CSRs frequently.

[I BEEN THERE]

Again,
Thank you all for your continued responses. I do really appreciate them.
I would also like to make it clear, I was aplogized to via a phone call. I was never offered anything but an apology.
Regardless, I have stuck to my gut and not deposited there since my post which stated I quit due to lack of trust & respect at this point. I don't truly feel comfortable playing when I am almost certain after she was chewed out for her behavior it trickled down to her fellow staff members. Had this been a closed meeting with her and management her fellow staff members would not have started behaving differently.
As I said, It is a great loss to both them and myself. That site being fairly new played far better than the old MG ones, You could actually play a good while on your money and actually make a profit more times if you hit cashout ( which I did a few times ). However, given the fact that this happened and their promo is less than trustworthy to say the least, I have decided to remain a non-player there and will continue that status.


Thanks again for your time & responses.

I BEEN THERE

[rockycatt]

If i may say ,This is were the tire hits the pavement

[Jasminebed]

Doesn't this really come down to CS training, motivation and supervision?

It has been noted many times before that CSR's are too frequently undertrained, undersupervised and underinformed, and that's a direct fault of line management that ultimately reflects badly on the owner and the brand.

I personally believe the industry is getting better at customer support, but there are still operators who do not seem to understand the absolutely critical importance of the customer-casino interface.

That is manifested in inadequate investment in training, CSR selection, equipment and attention to CSR activities.We all know that individual members of the public can at times be difficult and even devious (I am not suggesting that that is the case here) but as a representative of the business that employs them the CSR and supervisors have to keep their cool and remain helpful and polite.

That professional discipline must be held until the issue reaches such a point that only management can be left to sort it out....and if that stage is reached it needs immediate attention by preferably senior management who know what they're doing.

Even when baited and provoked, CSR's have a duty to their employer to stay polite and disciplined - it's the customer that ultimately provides the means for the company to succeed, and it is important that that message is reinforced with CSRs frequently.

Very well said. The bolded emphasis is mine.

As well, it often comes down to CSR's not being given the authority to resolve simple player issues, or offer appropriate compensation within management guidelines. The player only becomes "irritating" when CS cannot give her (or him) appropriate help. Sometimes players have every right to be upset.

... I don't truly feel comfortable playing when I am almost certain after she was chewed out for her behavior it trickled down to her fellow staff members. Had this been a closed meeting with her and management her fellow staff members would not have started behaving differently.

.

To chastise an employee, rightfully so IMO for a breach of email handling protocol, but allow her to grumble to her co-workers because the OP caught flack because of the incident and have the "fallout" further impact the customer's relationship with the casino is a disgrace.

CSR's are the face of any online business. If you want to present your casino as a professional and above board business, you must conduct yourself professionally, and expect your CSR's to reflect your casino as such.

If the casino did in fact chastise the employee in front of her co-workers, it shows a fundamental lack of respect to all employees. And if they are "siding" with the co-worker as opposed to management and their employer, management has managed to alienate staff, or managed to make the customer seem an "adversary" rather than a valued asset.

I'm not sure if it is a breach of forum etiquette to quote myself, but:

I think you should start by telling us here which casino has treated you this way. That it has now spread to other staff indicates a managerial problem beyond an individual employee.

Name and Shame.

[jetset]

The manner in which the CSR responsible was allegedly publicly chastised is imv yet another indication of poor or disgracefully inexperienced management.

[spiderlegz]

I remember back in late 2007 I had a small issue which I wrote to support about. The reply was basically "sorry you cant get any free chips" + other nonsense and the original question was left unanswered. The overall tone in the reply was quite negative. If you hate your job dont let the customer suffer, resign and look for something else.

In no way had I indicated that I wanted anything free. Maybe because I was down over 3k that week he tought so. So having quite a short fuse I wrote back and called him an idiot etc.

I never wrote to the manager about it but I never saw his name anymore in emails or in live chat. And that was the first time I came in contact with him. So one can assume that he wasnt there for a long time.

I still play at the casino but had a 2 month brake after the incident. And that was caused by one reply from one CS rep.

So be careful who you hire, so much damage can be caused by a single employee.

[I BEEN THERE]

Ok, Now that the Survivor Slot tourney is over and yet them lying to me AGAIN ~! It is definitely time to NAME THE SHAME ! I owe more to you people ( fellow players ) than I ever will them.
First let me post the email that started this thread in the first place :

Hi Jody



Please can you assist me with a reply to this irritating woman’s e-mail.



Regards

Kim

THE SHAME IS REDFLUSH !!!
In the beginning I truly thought this was going to be a new fresh place with promise and getting away from the tightness of the JPF these days. Instead, the treatment was far worse than I could imagine. They claim I was a bonus hunter now and that is why I was angry. LMAO I gave them plenty and they damn well know it. Sure, I cashed out a few times but in the mist of the Survivor I played alot back thru for points, which I might add stopped escalating the moment I stopped my play there & in the end cost me a far better prize & they know it ~! It was their fault for the ENTIRE MESS that made me quit playing. They could have handled it properly and things would have definetly been different.
I sincerely hope this NEVER happens to any of you and I damn sure hope they learned a lesson from what happened with me. They lost a damn good customer and most certainly my respect !

I BEEN THERE

[DiamondGeezer]

TBH if I got an email like that I would just laugh. Why take it so seriously?

Don't wish to be rude but these people are not your friends.

OK so it was Red Flush but this sort of thing happens every second every day. I realise it was unfortunate you got to hear about it but they did apologise.

[I BEEN THERE]

TBH if I got an email like that I would just laugh. Why take it so seriously?

Don't wish to be rude but these people are not your friends.

OK so it was Red Flush but this sort of thing happens every second every day. I realise it was unfortunate you got to hear about it but they did apologise.

That's perfectly fine how you handle things. However; So long as they were taking my money ( AND FREQUENTLY I MIGHT ADD ) then there is simply no excuse for this. Furthermore, they had absolutely NO REASON to have a staff wide meeting regarding this matter which in turn made the other CSR's(her peers) treat me differently because she was scolded for her behavior.
Sadly, I am sure you are correct that it does happen everyday. Even more sad they are glad to take your money while sitting back and talking about you BEHIND YOUR BACK ! Terrible business and to say the least extermely unprofessional and childish !
As for their apology, it was followed up by an email that proved to be a just another lie. I no more believe that apology was sincere than I do apples come from the stork.
I BEEN THERE