Customer Service - Today's Casinos Need BETTER customer service

[WagerWitch]

Alright Casinos - ALL OF YOU - Listen up here...

I think that you need to implement BETTER Customer Service Training.

Hire me - and I will GLADLY teach your customer service reps EVERYTHING They need to know about the gambling customer.

First - they need to learn a little bit about psychology.
Second - they need to put themselves in the customer's shoes.
Third - they need to show some humble character
Fourth - they need to learn how to escalate issues PROPERLY
FIFTH - CUSTOMER SUPPORT NEEDS TO BE MONITORED AND BACKED UP DAILY by those in support.

The casinos need to stand by their Customer Service - they are the FRONT Line to the casino.

Fly me out to your casinos - and I'll straighten your silly group up.

Cause I'm getting sick of HORRID examples of what Customer Service should NOT be.

And if you don't want to hire me - HIRE SOMEONE ELSE --- Do something...

Because this is getting bad.

Customer service should be the FIRST line of what people see. It should represent the casino - CUSTOMER SERVICE should at ALL times remain Professional - curteous and UPSTANDING AT ALL TIMES.

This includes customer response - and how you handle EACH individual customer.

NOW - don't get me wrong - I know there are some BUTTHEADS out there who totally are jerks to the Customer Service Representative - but the CSR should ALWAYS remain calm - and learn how to resolve confrontations like this.

Sorry - Casinos - you need to spend MORE money on the CSRs - and training them.

Or maybe - hiring them.

Folks ---- AM I WRONG? Doesn't it seem like lately - the casinos are just scooping up your money - and not providing ANYTHING but a few moments to stare at the PRETTY SCREEN that flashes?

And dare you to have a problem....

I mean - cause LIVE support - ain't so live lately - Canned responses are amazingly horrible...

And maybe there is a language barrier - but sorry - Casinos should have MULTI LANGUAGE speaking people - if they sell in a country - they should have a translator.

AND they should speak HONESTLY - not this canned response we've been getting lately.

And each customer should be treated uniquely - not all lumped together in a batch of "STUPID PEOPLE".

I've been shocked at what I've read here --- And what I've experienced at a few casinos.

Haven't YOU?

[Balky]

Happens unfortunately from time to time.
An answer like "Be advised that... " followed by standardized phrase, makes my hair stand on end. I recently talked (or at least tried to talk) to a CR whose english was so "strange" that I had to repeat and clarify my question several times before I received a halfway useful answer. Gambling is about real money and misunderstandings caused by language problems can lead to serious problems (interpreting the T&C etc). English is not my first language and sometimes its hard to completely understand every term and phrase. When the chatpartner on the other end is not 100%ly competent, I feel lost. Some casinos should improve that indeed.

Cheers

Balky

[WagerWitch]

Happens unfortunately from time to time.
An answer like "Be advised that... " followed by standardized phrase, makes my hair stand on end. I recently talked (or at least tried to talk) to a CR whose english was so "strange" that I had to repeat and clarify my question several times before I received a halfway useful answer. Gambling is about real money and misunderstandings caused by language problems can lead to serious problems (interpreting the T&C etc). English is not my first language and sometimes its hard to completely understand every term and phrase. When the chatpartner on the other end is not 100%ly competent, I feel lost. Some casinos should improve that indeed.

Cheers

Balky

Thank you Balky - I can totally understand the translation barrier:

Hence believe casinos should employ a 24 hour speaker in EVERY language that they offer services in.

Language - and psychology of sales (meaning understanding your customer base).

Those are the MAIN CONCERNS that casinos should be implementing - OBVIOUSLY they just don't care about customer service - Or they would hire some sort of TEAM that makes the customer WANT to stay...

[chuchu59]

I have never had problems in reading Balky's posts and actually understanding them so I think it boils down to 2 things - dedication and attitude. You see some of the finest CS at 32RED and 3 Dice. They try to understand and go the extra mile to take good care of their customers. Problems are resolved 99% of the time by live chat support staff. In contrast, you actually feel worse after conversing with support who dont have a clue on your issues and some come across as downright rude.

Does upper management know this. of course they do. Sometimes it's deliberate especially when the issue is about withdrawals so you will give it all back in a fit of frenzy. Sometimes, they hire staff on very low wages to contain costs. The saying goes 'If you pay peanuts you get monkeys" is sooo very true.

[WagerWitch]

I have never had problems in reading Balky's posts and actually understanding them so I think it boils down to 2 things - dedication and attitude. You see some of the finest CS at 32RED and 3 Dice. They try to understand and go the extra mile to take good care of their customers. Problems are resolved 99% of the time by live chat support staff. In contrast, you actually feel worse after conversing with support who dont have a clue on your issues and some come across as downright rude.

Does upper management know this. of course they do. Sometimes it's deliberate especially when the issue is about withdrawals so you will give it all back in a fit of frenzy. Sometimes, they hire staff on very low wages to contain costs. The saying goes 'If you pay peanuts you get monkeys" is sooo very true.

PRECISELY Chu -

Here's a SERIOUS question that Casino Operators who employ this technique should ask themselves....

IN making players who are withdrawing have a hard time ---- HOW OFTEN ARE THOSE PLAYERS GOING TO COME BACK AND DEPOSIT AGAIN?

It's not like they don't have choices to choose from - cause players do.

I say - Treat the customer with respect at all times - REGARDLESS of how the customer is behaving - and keep that customer coming back.

Keep your staff informed at all times of interactions - don't leave them in the dark.

I MEAN FOR GOODNESS SAKE - Treat this business with some respect or just admit that you're scum only out to take advantage of the players... Not to offer them some form of entertainment or service for their dollar - but instead just TAKE their freaking money.

[Mousey]

This CS thing has long been a major problem in most online casinos.

There's an accredited casino here that is in the process of losing my business... (and I'm sure they don't give a flying rat's butt about that, and that too, is another problem w/online casinos) and when I (eventually) receive my withdrawal, I probably won't go back. They have dropped the ball, and will lose my patronage because of it.

I'm a quiet customer. Rarely ever contact support (I'd rather poke myself in the eye with a stick). I EXPECT things to go smoothly. I deposit, I play, and if LL smiles, I make a withdrawal. If I'm making a first time w/d, a next DAY email is expected, requesting ID verification. Two or three days later (at MOST) I EXPECT those funds in my ewallet.

This is NOT rocket science, yet it seems decent Customer SERVICE is rare and very hard to come by. And this rests on the heads of casino management.

Mundane, everyday, transactions should not be an ordeal. Simple things, like deposits, withdrawals (even first time w/d) should be dealt with promptly -- not routinely delayed for as long as long as possible.

Players are CUSTOMERS, not simply a 'dime a dozen' aggravation to be dealt with.

[love2winalot]

Here are 2 pointers for them.

1. from sony playstation tec support: "Think like a customer"
2. from here in vegas: "Customer Service is an Attitude, not a department"

[GGW Laurie]

Theres one casino group, that has the worst customer service, but im not naming names......wanna.......guess?.........laurie

[Wildfire7]

Casino customer services remind me a little bit like a persons car insurance company. Until there is a problem ie you have to put a claim in, you don't really know how good they are.

From my experiences most of the CSR reps I have come across seem on the ball, very polite and helpful. I think it works both ways this, I have seen transcripts of online support chats posted on here where the player has appeared rude and pushy, almost to the point like they are trying to test the CSR's patience.

Nearly all businesses big and small at some point have criticisms about the way they treat their customers. Ultimately if the customer service experience does not improve then customers will simply take their business elsewhere.

There is always room for improvement and I agree some do leave a lot to be desired, but the player is not under a long contract with the casino, so does not have to put up with poor service. Market forces will dictate who ultimately gets the business.

For your average player there is really no need to have dozens of casino accounts, just a handful of ones that are providing you with the service you expect is enough.

Mike

[WagerWitch]

This CS thing has long been a major problem in most online casinos.

There's an accredited casino here that is in the process of losing my business... (and I'm sure they don't give a flying rat's butt about that, and that too, is another problem w/online casinos) and when I (eventually) receive my withdrawal, I probably won't go back. They have dropped the ball, and will lose my patronage because of it.

I'm a quiet customer. Rarely ever contact support (I'd rather poke myself in the eye with a stick). I EXPECT things to go smoothly. I deposit, I play, and if LL smiles, I make a withdrawal. If I'm making a first time w/d, a next DAY email is expected, requesting ID verification. Two or three days later (at MOST) I EXPECT those funds in my ewallet.

This is NOT rocket science, yet it seems decent Customer SERVICE is rare and very hard to come by. And this rests on the heads of casino management.

Mundane, everyday, transactions should not be an ordeal. Simple things, like deposits, withdrawals (even first time w/d) should be dealt with promptly -- not routinely delayed for as long as long as possible.

Players are CUSTOMERS, not simply a 'dime a dozen' aggravation to be dealt with.

In a word: EXACTLY

The online casino industry has lost out on what ALL the BIG corporations have learned the hard way. CUSTOMERS - all of them - want to feel as though they are something special - or at the very minimum A PAYING CUSTOMER.

Not every customer IS THE SAME.

Each one has a unique psychological involvement with their actions and comments.

Each person is unique in their expectation and actions.

The Casino industry caters to entertainment - they NEED --- NO -- MUST obtain better service - or in the long run - THEY lose out on repeat deposits - which is where the money TRULY IS.