Customer Service - Today's Casinos Need BETTER customer service

[DaveSold99]

Thank you Dave....

I think that the level of customer service - REPRESENTS who and what the casino TRULY is.

I agree with the philosophy of proactive customer assistance.

I believe the casinos need to implement better training - so that the customer service reps CAN handle customers.

They need to have the "TOOLS" to work with.

You don't throw a person who has no training into a position that REPRESENTS the entire embodiment of the business.

It just shouldn't be done.

You also shouldn't put someone in charge - who has NO power to do anything.

I think - that psychology and empathy need to be a major factor in the training - stress management - debriefing and continual updated training - to meet the flux of the customer need...

I mean - REALLY - where does the money go that we spend anyway?

It should be going to make the business BETTER - not just line pockets of someone who treats their very bread and butter like dog meat.

Absolutely. I don't really know how much players are aware of what it truly means to be an online casino representative. Here in Costa Rica there are HUNDREDS of call centers of all types: sportsbooks, online casinos, online pharmacies, collection agencies, customer service for several companies such as Intel, Sykes, Hewlett Packard, and the list can go on all night... for the average clerk, there is no significant difference between working for an online casino and doing customer service for Hewlett Packard or IBM.

Problem is that when we (speaking as a Costarican who applies for a job and gets hired at a call center) get hired for a new position at any company, sometimes we are only told partially what the whole business is about. We only know what the company wants us to know (unless we do some research by ourselves). We do not get paid to think or to give out opinions… we only get paid to do what we are told to do. In most places if you speak up… you get fired… simple as that. And getting fired means: no money TO EAT… no money to pay the rent… no money for medication… no money for nothing… so this is where we meet our paradigm face to face… I can elaborate more on this if you want me to…

Now, in regards to “The Importance Of Being An Online Casino Rep”… not many of us really know the whole 411 of what it means to be working for a company of this sort (all implications, consequences, etc…). Not because we don’t want to know what the whole thing is about… it’s just that some of us really just don’t care. I am not saying that this is MY personal case (because if it was I wouldn’t even be here in this forum!) but it is the case of perhaps about 99.5% of the whole staff that works for these types of places.

I have worked in other call centers before and I remember most of the people I have worked with. I can assure you that many of the reps you have come across with in your online gaming experience (be it casino, sportsbook, etc…), have absolutely no idea that there are also gambling forums, message boards, etc… and that they are actually dealing with real people made out of flesh and blood (well… of course they DO know that they are dealing with people… but they couldn’t care less about them…). And to be brutally honest with you all… to most reps you have come across with… you are just a number on a screen… a username on a database… and NOTHING ELSE. Please try to understand where I am coming from and that I do not intent to hurt anybody’s feelings with this… I am just being a straight shooter who is not interested in fooling anyone in here… just playing by the rules and talking cold turkey.

Now… after a call center clerk (i.e.: online casino rep) has broken the incommunication breach between himself and his customers, it is time for him to speak up (if he has the opportunity without getting into trouble…) and perhaps his only chance to set all records straight. In my personal case… after 10 years of being a clerk… I have been asked to get closer to the players… know what their thoughts and feeling are… and work with them. And that is why I am here today.

So… to make a long story short… why should any player be mistreated by a casino rep? There is no way to justify that. Intelligence is the only thing that sets us apart from all other animals in nature. And I still believe that proactive customer assistance is a key factor here… but do not expect that from a person who can barely speaks English and who is making about $3 p/hour (average wage of a call center clerk in Costa Rica). Not because you do not deserve to be treated like a human being… its just so you don’t get disappointed for idealizing how the perfect casino rep should be… we are talking reality here. Try to understand what I am saying.


P.S.: If any of you are going to quote what I just said in my post above… I would appreciate if you do it by quoting the whole train of though… not just picking parts of a certain specific sentence and taking it out of context… let’s all be adults in this and act like adults.

[NeuroPR]

Today's casinos really need more experienced support teams...

I had a chat before some weeks with Jackpot Capital support, asking what was my RTP of my last deposit and the guy there didn't knew what was it. I said 'ok, never mind, some other day, no problem'.

Today again, i was blasted out very fast and gone to support to ask for the RTP, just to see how low it was.

Look below my today's chat with Jackpot Capital Support :

Please wait for a site operator to respond.

You are now chatting with 'Marc'

Marc: Hello and welcome to our live chat service. How may I help you today?

me: Hello Marc

me: Can you please tell me what was my RTP for today's deposit?

Marc: RTP?

me: Yes, it's the return to player percentage (%)

Marc: One moment please

me: ok

Marc: Well we dont have that exact information, but I can tell you that you started with $81 and made a total of $223.24 worth of bets

me: Ok thanks for your time, i will calculate it my self. Your support team really needs to follow some basic gambling lessons...

Marc: Thanks

Come on, i'm just a player who plays to your casino, i'm not a slot specialist, i don't know how your systems work, i'm not at your support team, BUT at least i know what is RTP!!!

There are many RTG casinos where I play and asking for my RTP and i'm getting DETAILED answers, even which slot i played had the best RTP and what was my RTP daily! (Recently had an excellent support from All Star Slots, which explained me everything about my RTP).

So, the function to tell a player his RTP , EXISTS to your systems, but your support team cannot inform players (or is there another reason?).

Anyway, i've lost some trust to Jackpot Capital since they've 'locked' my account after some winnings and then 'enabled' it again, and today seems that i will think it very carefully to play there again...