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"

 

[LaurieJim]

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.

 

[WagerWitch]

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"

VERY nice - And I truly agree.

But I BELIEVE - the Customer SERVICE representatives need to LEARN from their customers.

 

[WagerWitch]

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

The problem Laurie is that I could Guess a dozen names right now.

GOOD CUSTOMER SERVICE is the absolute RARITY now.

 

[WagerWitch]

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

Mike - I almost want to say that I completely disagree with this...

But the moral, kind person in me believes in treating EVERYONE with the utmost respect, regardless of the situation.

I believe that each customer service representative needs to learn confrontation resolution.

I believe - that no matter how lousy the customer is - the Customer Service needs to remain PROFESSIONAL.

And that player will learn that being professional gets BETTER results - but the truth of the matter is:

A jerk and a nice guy go in to buy a Mercedes - they both get a Mercedes.

Moral - both the jerk and the nice guy are paying for a service - and they should get it - and they should both get the same service.

YES - this sucks for the CSR - but THAT is EXACTLY what they are paid for.

The GEMS are the people/customers who are kind, funny, nice... They are to be praised, uplifted - given the GOLDEN EXTRA MILE - where as - there is an industry standard that the JERK should get.

We are losing sight in this world that GOOD=GOOD and BAD=BAD - and those things should be given accordance.

Instead of the "SQUEAKY WHEEL SYNDROME" - there should be Rewards for those that are not problems.

Instead of the Oh hey - here's a 1,000.00 so you'll go away - how about rewarding the customers who are repeat business - JUST BECAUSE.

Instead of treating the good customer like crap and be forgotten - whereas the bad customer gets kid gloves - I think CSR needs to rethink what they are.

CUSTOMER SERVICE.

 

[missmichelle]

They should all pay attention to the the support staff at 3 dice. I have never had a bad experience when chatting with them. Always so friendly and helpful.

Michelle

 

[WagerWitch]

They should all pay attention to the the support staff at 3 dice. I have never had a bad experience when chatting with them. Always so friendly and helpful.

Michelle

I'ma gonna go on a limb here and say I agree 100%

 

[AFlansburg]

Customer Service

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?

Hi WagerWitch,
I agree with You 100%. I used to deal blackjack(21) at a land based casino in Hinckley Minnesota. I delt there for 10 years, and let Me tell You that there are alot of a$$hole drunks, and just generaly mean and unfriendly people that gamble. Over that ten years, I had alot of them at My table and I never let them get to Me(partly because casino policy forbids it). No matter how mean and ugly they got, I always treated them with the upmost respect. The Funny thing is that the other players at the table(good players) would say to the mean player "why don't You find another table to sit at, We were having FUN until YOU sat down". In the end it boils down to "Common Courtesy", seems like some people have it and others don't.

AFlansburg

 

[WagerWitch]

Hi WagerWitch,
I agree with You 100%. I used to deal blackjack(21) at a land based casino in Hinckley Minnesota. I delt there for 10 years, and let Me tell You that there are alot of a$$hole drunks, and just generaly mean and unfriendly people that gamble. Over that ten years, I had alot of them at My table and I never let them get to Me(partly because casino policy forbids it). No matter how mean and ugly they got, I always treated them with the upmost respect. The Funny thing is that the other players at the table(good players) would say to the mean player "why don't You find another table to sit at, We were having FUN until YOU sat down". In the end it boils down to "Common Courtesy", seems like some people have it and others don't.

AFlansburg

Common Courtesy is a GREAT beginning to good customer service.

In MY humble opinion a GREAT Customer Service will include training that:

1) Teaches personality types
2) Understands the reasons behind different customer actions and reactions
(example: basic psychology to understand personality types)
3) Teaches examples of good customer treatment - even when the customer is bad.
4) Acknowledges mistakes on the part of the company - WITHOUT creating legal issues for the company.
5) Understands the company's priority
6) Teaches the Customer service Reps to undertake the difficult task of WANTING to do their job.
7) THE MOST IMPORTANT - The ability to listen and to give feedback and appropriate responses.

Customer Service is not an easy job.

It should get good pay.

It should be REWARDED

and the people who are hand selected for the job should be supervised and monitored.

IN MY HUMBLE OPINION CASINOS should be catering to their customers - and should be interactive with the customer - the customer should get the royal treatment - and the customer service representatives should be a MAJOR part of that royal treatment

THAT IS WHAT GAMBLERS WANT - besides WINNING - gamblers want the GAMBLING EXPERIENCE.

They don't want to be treated like dog meat.

They don't want to be ignored.

I'm serious - I really think the casinos ought to hire some customers to tell their customer service managers what they really expect... What they want - what they need...
And the casinos should teach their customer service reps the proper way to do the job.

It's NOT just a JOB - it's a way of life for the customer - and yes - some of the customers are a pain in the rump - but they are PAYING for the service.

Do you really think I'm paying 1,000.00 for an hour of watching some computer screen program flash pretty freaking pictures at me?

NO - I'm paying for the WHOLE package.

Vegas gives it - and so much more - why can't the ONLINE casino industry do the same thing....

UNLESS - of course - they're just out to take your money - and not provide a service.

Hmmmmm...

 

[WagerWitch]

You know - I wish a Casino group WOULD come in here - and discuss this with me.

Because - I really think that there is room for Massive Improvement - And I would love to help them see the light.

 

[just play]

Common Courtesy is a GREAT beginning to good customer service.

In MY humble opinion a GREAT Customer Service will include training that:

1) Teaches personality types
2) Understands the reasons behind different customer actions and reactions
(example: basic psychology to understand personality types)
3) Teaches examples of good customer treatment - even when the customer is bad.
4) Acknowledges mistakes on the part of the company - WITHOUT creating legal issues for the company.
5) Understands the company's priority
6) Teaches the Customer service Reps to undertake the difficult task of WANTING to do their job.
7) THE MOST IMPORTANT - The ability to listen and to give feedback and appropriate responses.

Customer Service is not an easy job.

It should get good pay.

It should be REWARDED

and the people who are hand selected for the job should be supervised and monitored.

I'm going to touch on the last line first....whenever I call my cable company/electric company that has customer service (any company really) a little recording comes up and says "this call may be monitored" Why do you think they are monitoring the calls? Because it's Customer Service and the company wants to know that their Customer Service teams are doing a good job. I'm sure the head honchos listen to some of the calls to make sure their policies are followed through correctly.

It's the same as a waitress/cashier/receptionist/etc...My daughter came over the other day, she's a waitress and said she wanted to punch this one customer in the face for how he was treating her. You know what she did? HER JOB....She smiled and did everything he asked. She is a "customer service" to the restaurant.

Not sure I agree on #1 and #2....that would be very hard training, maybe too much money, too much time. I do agree with #3-#7.

In the end, when a casino loses a customer, 2 or 3 more come in, that's probably why some casinos have lousy customer service, they know there will certainly be more people signing up. At least that's my opinion.

 

[pmhcfc]

I guess the real trouble is, that [in general] CSR jobs for online casinos is a 'dime-a-dozen' industry..

I suspect they're not that well paid as a rule and most of their contacts with people are when the 'caller' has a problem, so they probably get moaned at a lot - but that's part of the job isn't it? I wonder what the % turnover of staff is for CSRs at some of these online casinos...one suspects it's high.

As someone said, what they need to understand is the people that play at their casinos are parting with cold, hard cash and like any other industry out there, if they have a problem they want it sorted professionally, just like any high street retailer would.

I never played at casinos who had bad CS. None of us would keep going to the same shop/restaurant/hotel if the customer service was awful, would we? Some of these CSRs fail to see that, because at the end of the day it's the punters that keep them in a job...A casino with high-quality CS will always retain its customers, the same as one with bad CS will lose theirs. It's not as if we aren't spoilt for choice as to where to play is it?

One day the penny might drop for all of them and the title of 'Casinomeister's Customer service of the year' will be a keenly fought battle between many, many casinos and not just between the few that are deserving of that title.

 

[WagerWitch]

I guess the real trouble is, that [in general] CSR jobs for online casinos is a 'dime-a-dozen' industry..

I suspect they're not that well paid as a rule and most of their contacts with people are when the 'caller' has a problem, so they probably get moaned at a lot - but that's part of the job isn't it? I wonder what the % turnover of staff is for CSRs at some of these online casinos...one suspects it's high.

As someone said, what they need to understand is the people that play at their casinos are parting with cold, hard cash and like any other industry out there, if they have a problem they want it sorted professionally, just like any high street retailer would.

I never played at casinos who had bad CS. None of us would keep going to the same shop/restaurant/hotel if the customer service was awful, would we? Some of these CSRs fail to see that, because at the end of the day it's the punters that keep them in a job...A casino with high-quality CS will always retain its customers, the same as one with bad CS will lose theirs. It's not as if we aren't spoilt for choice as to where to play is it?

One day the penny might drop for all of them and the title of 'Casinomeister's Customer service of the year' will be a keenly fought battle between many, many casinos and not just between the few that are deserving of that title.

Precisely - I think casinos should PAY more --- MORE --- attention to the customers.

I think - bottom line of this industry IS the customer.

So perhaps they ought to UP the customer SERVICE INDUSTRY - pay better wages - IMPLEMENT strict training - and provide better customer service.

Because I don't see the standard of CS that I expect very often.

I'm extremely nice - so I OFTEN get overridden and treated like I don't exist - and I don't get those extras that the squeaky wheels get.

I HAVE 2 casinos that FAR surpass the best CS for me - and I continue to frequent them regardless if I win or lose at them.

But I stop going to the ones that I win at because they've had CRAPPY service.

I'd really like to create a workshop - and teach their reps what should be happening - in the framework.. FROM management down to CSR - this is an industry OVERHAUL request and desire.

Tapes should be monitored - conversations and emails should be read over and over - contact with the customer should be of the utmost importance.

PERIOD.

 

[WagerWitch]

I'm going to touch on the last line first....whenever I call my cable company/electric company that has customer service (any company really) a little recording comes up and says "this call may be monitored" Why do you think they are monitoring the calls? Because it's Customer Service and the company wants to know that their Customer Service teams are doing a good job. I'm sure the head honchos listen to some of the calls to make sure their policies are followed through correctly.

It's the same as a waitress/cashier/receptionist/etc...My daughter came over the other day, she's a waitress and said she wanted to punch this one customer in the face for how he was treating her. You know what she did? HER JOB....She smiled and did everything he asked. She is a "customer service" to the restaurant.

Not sure I agree on #1 and #2....that would be very hard training, maybe too much money, too much time. I do agree with #3-#7.

In the end, when a casino loses a customer, 2 or 3 more come in, that's probably why some casinos have lousy customer service, they know there will certainly be more people signing up. At least that's my opinion.

Exactly.

However - we're not talking restaurant PRICES here.

We're talking about people depositing HUNDREDS of dollars in one shot - and MANY OF THEM every day.

I think the Casinos have FORGOTTEN in their slight greed to make the big profit.

In Vegas - Casinos show payback averages by law on overall operations (or most games).

Online - there is no such thing.

By reading everything that I do online - I'm seeing too many people complaining of not winning to believe in ANYWAY that the casinos online are regulated to share the playback percentages.

WHO KNOWS - maybe every casino says SATURDAYS - the day of most deposits - we'll drop down to 20% payout - and no one will know - that another 4 million in our pockets today...

It's NOT regulated...

So customer services would be a good step in proving their professionalism and more.

People are getting smarter - we've been conned long enough.

It's time for a change.

 

[Pulver]

I totally agree with you wagerwitch.

I have played quite a lot at Jackpot Capital latley, and when I logged out yesterday I saw that I had become a VIP Diamond member, (The meter said -600 points to become a VIP Diamond Member), but the status only updates every 24 hours. Great I thought, then I have a nice freechip + a bonus to play with tomorrow night. I also won some money (for the first deposit in ages), so I cashed out.

Today, I log into my account and see that I am still a Gold member and need 400 points in becomming a VIP Diamond member. I thought that was really strange and went on to livechat to hear what was going on. They tell me that they deduct 1000 points after a withdrawal is beeing made. I asked if I had waited 20 hours until the system had been updated, and then submitted the withdrawal, would I have been a Diamond member then? Customer service said yes.

So because of submitting the withdrawal 20 hours to "early" I am not a VIP Diamond member. I asked if she could make an exeption, since I technicaly was a Diamond member had I waited to submit the withdrawal until the system had updated, but she said no, that was the rules, and tried to stop me from talking by saying "Is there anything else I can help you with?" 3 or 4 times.. I mean, come on, I am already a VIP Gold member, and had wagered enough for a VIP Diamond level (the second highest) and you treat me like that? Just pointing to the T&C and then brushing me off with saying that? I love Jackpot Capital, but come on.. To call something like that "VIP Gold" is a complete joke in my eyes.

She showed absolutley no understanding of my situation and just wanted me to go away. And I\was on their second highest VIP level.

 

[vinylweatherman]

I totally agree with you wagerwitch.

I have played quite a lot at Jackpot Capital latley, and when I logged out yesterday I saw that I had become a VIP Diamond member, (The meter said -600 points to become a VIP Diamond Member), but the status only updates every 24 hours. Great I thought, then I have a nice freechip + a bonus to play with tomorrow night. I also won some money (for the first deposit in ages), so I cashed out.

Today, I log into my account and see that I am still a Gold member and need 400 points in becomming a VIP Diamond member. I thought that was really strange and went on to livechat to hear what was going on. They tell me that they deduct 1000 points after a withdrawal is beeing made. I asked if I had waited 20 hours until the system had been updated, and then submitted the withdrawal, would I have been a Diamond member then? Customer service said yes.

So because of submitting the withdrawal 20 hours to "early" I am not a VIP Diamond member. I asked if she could make an exeption, since I technicaly was a Diamond member had I waited to submit the withdrawal until the system had updated, but she said no, that was the rules, and tried to stop me from talking by saying "Is there anything else I can help you with?" 3 or 4 times.. I mean, come on, I am already a VIP Gold member, and had wagered enough for a VIP Diamond level (the second highest) and you treat me like that? Just pointing to the T&C and then brushing me off with saying that? I love Jackpot Capital, but come on.. To call something like that "VIP Gold" is a complete joke in my eyes.

She showed absolutley no understanding of my situation and just wanted me to go away. And I\was on their second highest VIP level.

So, you are being PUNISHED for gambling responsibly, and cashing out at the end of an upswing. This is also highly BUREAUCRATIC of them, such a system belongs in the wheels of faceless government, NOT in a customer focused and COMPETITIVE business environment where every customer counts.

 

[Jasminebed]

One thing casinos need to do is give their staff the skills and the authority to resolve most issues. If a bonus doesn't issue correctly, add it manually.

If you can't resolve it, forward it to management or finance. Don't just tell the customer they'll have to call at another time, or email someone else.

Reps should be given a certain amount of free chips to compensate players that have issues. And the training to decide what is appropriate.

If a casino has a new promotion, make sure the reps have all the details.

Spend some money in training your employees in the first place, pay them somewhat decently, and treat them well.

Invest in good chairs. It will reduce back, neck and arm strain. You will have less sick time. Everyone is crabby with a sore back or eye strain from a poorly placed monitor. A satisfied employee will stay even in a lower paying job rather than switch. The ability to resolve customer issues results in satisfied customers, who don't have a need to "take it out" on the staff.

 

[Pulver]

Agree with the post's above.. Some times I just don't understand the logic behind the "support" given. Given my example with Jackpot Capital. Had they been a little less BUREAUCRATIC as Vinyl so nicely put it, the following scenario probably would have happened:

- I would have claimed the $200 free chip and blown it on slots.
- If the money went in a hurry, I would have redeposited.

What happened instead:

- I got pissed off.
- I deposited at a MG casino instead.
- Action lost for Jackpot Capital.

How I would have treated the situation:

me to the customer: "I see that you in fact were eligble for the Diamond VIP status, but since you submitted a withdrawal before the system updated, 1000 points got deducted. But that's no biggie, I will manually update that for you now. Done! Good luck and have fun "

What did they loose by this? Giving out a free chip which would 95% surely be lost. What would they gain by this? A satisfied customer who would have deposited.

Now, this is not an atempt to diss. Jackpot Capital, they pay fast and are otherwise hazzlefree, but I had not expekted the support to act in such a manner, and when you are given the "Is there anything else I can help you with?", when they haven't even answered your question, I get pissed off. It surely isn't VIP treatment anyways. (The term "VIP" has become a joke in the online industry).

 

[WagerWitch]

I totally agree with you wagerwitch.

I have played quite a lot at Jackpot Capital latley, and when I logged out yesterday I saw that I had become a VIP Diamond member, (The meter said -600 points to become a VIP Diamond Member), but the status only updates every 24 hours. Great I thought, then I have a nice freechip + a bonus to play with tomorrow night. I also won some money (for the first deposit in ages), so I cashed out.

Today, I log into my account and see that I am still a Gold member and need 400 points in becomming a VIP Diamond member. I thought that was really strange and went on to livechat to hear what was going on. They tell me that they deduct 1000 points after a withdrawal is beeing made. I asked if I had waited 20 hours until the system had been updated, and then submitted the withdrawal, would I have been a Diamond member then? Customer service said yes.

So because of submitting the withdrawal 20 hours to "early" I am not a VIP Diamond member. I asked if she could make an exeption, since I technicaly was a Diamond member had I waited to submit the withdrawal until the system had updated, but she said no, that was the rules, and tried to stop me from talking by saying "Is there anything else I can help you with?" 3 or 4 times.. I mean, come on, I am already a VIP Gold member, and had wagered enough for a VIP Diamond level (the second highest) and you treat me like that? Just pointing to the T&C and then brushing me off with saying that? I love Jackpot Capital, but come on.. To call something like that "VIP Gold" is a complete joke in my eyes.

She showed absolutley no understanding of my situation and just wanted me to go away. And I\was on their second highest VIP level.

Oh my gosh - oh my gosh - This is another facet of what I am trying to say:

They need to put themselves inside the customer shoes. Leeway needs to be made on a case by case basis.

Now - BEFORE you come back with - WELL THEY HAVE TO DEAL WITH FRAUDSTERS --- You know what...

Some loyal customers have been playing for years.

THEY KNOW WHO WE ARE.

Not only that - don't you think the "BIG COMPANIES" also have to deal with fraud?

That is WHAT fraud prevention is all about.

But when it starts affecting people - come on.

400 pts - and 20 hours - that's a no BRAINER - duh...

I think - the only way you can fight that is talk to a manager or to delete the casino from your hard drive.

Like TA TA... Tooo bad.

See - customer service SHOULD BE ABLE TO ESCALATE to the next person in charge.

 

[WagerWitch]

One thing casinos need to do is give their staff the skills and the authority to resolve most issues. If a bonus doesn't issue correctly, add it manually.

If you can't resolve it, forward it to management or finance. Don't just tell the customer they'll have to call at another time, or email someone else.

Reps should be given a certain amount of free chips to compensate players that have issues. And the training to decide what is appropriate.

If a casino has a new promotion, make sure the reps have all the details.

Spend some money in training your employees in the first place, pay them somewhat decently, and treat them well.

Invest in good chairs. It will reduce back, neck and arm strain. You will have less sick time. Everyone is crabby with a sore back or eye strain from a poorly placed monitor. A satisfied employee will stay even in a lower paying job rather than switch. The ability to resolve customer issues results in satisfied customers, who don't have a need to "take it out" on the staff.

OR worse... Some casinos teach their staff to tell people: I'm sorry we can't see that problem on our side - IT MUST BE ON YOUR SIDE.

Or - sorry - we just won't deal with this - Goodbye.

I agree 1000000000% - hence this thread - that the casinos need to treat customers BETTER...

And 1 billion percent that they need to invest MORE into their customer service - training - better equipment - and more.

I mean for goodness sakes - every fast food restaurant has a training manual... WHY? Because it's a proven fact - TRAIN EVERYONE THE SAME WAY - you get the same results.

Seriously - the TRAINING - and the support the customer reps get is a major factor here.

 

[WagerWitch]

Agree with the post's above.. Some times I just don't understand the logic behind the "support" given. Given my example with Jackpot Capital. Had they been a little less BUREAUCRATIC as Vinyl so nicely put it, the following scenario probably would have happened:

- I would have claimed the $200 free chip and blown it on slots.
- If the money went in a hurry, I would have redeposited.

What happened instead:

- I got pissed off.
- I deposited at a MG casino instead.
- Action lost for Jackpot Capital.

How I would have treated the situation:

me to the customer: "I see that you in fact were eligble for the Diamond VIP status, but since you submitted a withdrawal before the system updated, 1000 points got deducted. But that's no biggie, I will manually update that for you now. Done! Good luck and have fun "

What did they loose by this? Giving out a free chip which would 95% surely be lost. What would they gain by this? A satisfied customer who would have deposited.

Now, this is not an atempt to diss. Jackpot Capital, they pay fast and are otherwise hazzlefree, but I had not expekted the support to act in such a manner, and when you are given the "Is there anything else I can help you with?", when they haven't even answered your question, I get pissed off. It surely isn't VIP treatment anyways. (The term "VIP" has become a joke in the online industry).

EXACTLY.

VIP in Vegas - Limo service, free drinks, free meals, room comps and so much more...

Plug that little card in... and VOILA - you're off and running to a nice weekend with a lotta leisure.

I play the same or WAY more online - and "POOF" it's gone - and all I see are casinos with empty accounts - no freebies...

Oh - and wait - IF I get a freebie it irks me - because I spent my money "sorta earning" those freebies --- I can only cash out 10x... or something like that..

Well well well - yanno what - This discussion is truly making my stomach kinda ill... Sad - isn't it?

Hmmmmm....

MAYBE - I really should just save my money and no longer deposit online - and just go to vegas or the Indian Casinos - where my comp points make me a QUEEN in their eyes..

Instead of getting the brush off like you just got.

I so agree with you on that.

 

[WagerWitch]

Maybe to drive the point home - maybe WE NEED to STAND UP FOR WHAT WE BELIEVE is RIGHT?

Perhaps players who think that they DESERVE better service - maybe we should stage a NO PLAY CASINO DAY...

Where everyone does NOT play for ONE day?

If the bottom line (the ALMIGHTY DOLLAR) is hit for ONE day - in a SHOW of UNITY between all gamblers - MAYBE we could get some service that should be PAR for the course - implemented?

I'm not talking a boycott - because I believe we should be showing the casinos that are horrid the DELETE button. (Just erase them from your computer - and NEVER deposit again).

I'm talking about opening up their eyes.

I mean - who are WE to tell THEM to step up the customer service?

Well - WE ARE THE CUSTOMERS!

Aren't we?

Aren't WE what makes their business viable?

Why CAN'T we ask for changes?

How do we tell them that we want better service?


I dunno - but I'm at the point where I'm upset about some transactions that I have had --- and seeing some transactions OTHERS are having ---- and I'm tired of this becoming the ACCEPTABLE norm.

*no I'm not sitting here campaigning - I'm trying to get the casinos to actually listen and DO SOMETHING about the problem.*

 

[Pinababy69]

sorry but i'd like to share this.. with segacasino, i am impressed with their customer service reps.. they are knowledgeable and very friendly..

You've made 12 posts, and five of them are about this casino. Four of those have derailed threads that have nothing to do with the casino you're mentioning. Keep it up and I foresee your name in red.

 

[Pulver]

My God, the Red Flush livechat personell is giving me a bleeding ulcer.. Why on earth do they even have a livechat service when they can do absolutely nothing? I used 10 minutes on them and all I got was "We can't do that", "Sorry it is to late now" "You have to contact markets on that".

I don't even know why I bother..

 

[DaveSold99]

I am a Casino rep and I totally agree with you.

I have been doing this for more than 10 years and I understand how important customer satisfaction is. Players are depositing their money. Why should they be given a hard time? I believe in proactive premiere customer assistance. Everyone gets happy.

 

[Wildfire7]

Part of the problem these casinos have, is staff retention levels. In most occupations you always have those hardcore of employees who know their jobs inside out. This kind of employee can help with on the job training and mentor the rookies. Quite often the casino doesnt have this luxery.

The people employed in this industry all come under the service sector along with hotel workers, bar workers, and restaurant workers. Most are paid poorly or are employed on a casual basis. It is also a job many end up doing not out of choice, but out of necessity, perhaps a stop gap job until something more suitable and rewarding comes along.

Sure this should not be an excuse for poor service, but it is a reason. If you want top professional CSR staff you have to pay a good wage, to attract the right people. If you don't you will end up with what you pay for. As this is a situation the player has little control over then it is not one I see changing anytime soon.

Players dont have to put up with poor service though. They can switch their account to another provider, one who does place greater emphasis on customer service. Afterall the only service they provide the customer is games for wagering purposes. A service which is in abundance online.

Choice is everything. For players who value good customer service then trial it out first, prior to making your initial deposit, to see how good or bad they are. On satisfactory completion of the test then make your deposit. It is your money afterall, so you can afford to be as rigorous as you like, when choosing who gets your hard earned money.


Mike

 

[WagerWitch]

My God, the Red Flush livechat personell is giving me a bleeding ulcer.. Why on earth do they even have a livechat service when they can do absolutely nothing? I used 10 minutes on them and all I got was "We can't do that", "Sorry it is to late now" "You have to contact markets on that".

I don't even know why I bother..

LOL - I TOTALLY.

TOTALLY

FEEL

YOUR

PAIN

 

[WagerWitch]

I am a Casino rep and I totally agree with you.

I have been doing this for more than 10 years and I understand how important customer satisfaction is. Players are depositing their money. Why should they be given a hard time? I believe in proactive premiere customer assistance. Everyone gets happy.

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.

 

[WagerWitch]

Part of the problem these casinos have, is staff retention levels. In most occupations you always have those hardcore of employees who know their jobs inside out. This kind of employee can help with on the job training and mentor the rookies. Quite often the casino doesnt have this luxery.

The people employed in this industry all come under the service sector along with hotel workers, bar workers, and restaurant workers. Most are paid poorly or are employed on a casual basis. It is also a job many end up doing not out of choice, but out of necessity, perhaps a stop gap job until something more suitable and rewarding comes along.

Sure this should not be an excuse for poor service, but it is a reason. If you want top professional CSR staff you have to pay a good wage, to attract the right people. If you don't you will end up with what you pay for. As this is a situation the player has little control over then it is not one I see changing anytime soon.

Players dont have to put up with poor service though. They can switch their account to another provider, one who does place greater emphasis on customer service. Afterall the only service they provide the customer is games for wagering purposes. A service which is in abundance online.

Choice is everything. For players who value good customer service then trial it out first, prior to making your initial deposit, to see how good or bad they are. On satisfactory completion of the test then make your deposit. It is your money afterall, so you can afford to be as rigorous as you like, when choosing who gets your hard earned money.


Mike

I agree with CHOICE as being the one power tool the players do have.

However - as the Customer service model in the industry - we are gamblers - and as such, most of us (not all, mind you) already feel "BAD" or "GUILTY" about gambling.

So - being treated badly - getting bad service - is almost just "TAKEN" - until... it can't be taken anymore.

The industry is treating the customer like a RAT.

Follow the maze - don't complain - just move along - insert your money - watch the pretty lights - now - get the hell out of here...... NEXT!

And because of whatever REASON(s) - we - the customers have allowed this to happen.

So knowing that we have allowed this to happen - yet the casino industry has done nothing about it - leads me to believe - the bottom line is the "DOLLAR" - and the ONLY line is the "DOLLAR".

Instead - I think the Casino industry needs to step back and take a look at it as a business.

If they want to stay in business for a long time - then NOW is the time to implement the changes that would be required to keep and maintain the training.

YES.. It would cost more money.
YES... It would take MORE people...
YES... It would take constant TRAINING
YES... You might have to pay MORE for QUALITY staffing...

But in return - you have return customers who are completely satisfied. Customers who ARE HAPPY to deposit that few extra dollars with you....

CUSTOMERS WHO RETURN....

Because TRUTH BE TOLD --- REPEAT BUSINESS --- is WHERE the MONEY IS AT.

Not the cute little first time gambler - during their first time shot of 300 - 500... or maxing out their card and then realizing they don't ever want to gamble again...

The real money is in the customer who keeps coming back.

There are a LOT of us out here - who if the RIGHT PLATFORM GAMERS would treat us right - we wouldn't be jumping around from casino to casino - hoping to win.... We'd plant our butts down - KNOWING we'd be taken care of - and TREATED like the PAYING GUESTS we are.

Hospitality is where it's at.

And UNFORTUNATELY - all those industries - waiters/hosts/maids - all of those people SHOULD be paid more - they should want to stay in that job - they SHOULD want to be the BEST that they can be.

That's the Truth.

 

[Wildfire7]

I agree with CHOICE as being the one power tool the players do have.

However - as the Customer service model in the industry - we are gamblers - and as such, most of us (not all, mind you) already feel "BAD" or "GUILTY" about gambling.

So - being treated badly - getting bad service - is almost just "TAKEN" - until... it can't be taken anymore.

The industry is treating the customer like a RAT.

Follow the maze - don't complain - just move along - insert your money - watch the pretty lights - now - get the hell out of here...... NEXT!

And because of whatever REASON(s) - we - the customers have allowed this to happen.

So knowing that we have allowed this to happen - yet the casino industry has done nothing about it - leads me to believe - the bottom line is the "DOLLAR" - and the ONLY line is the "DOLLAR".

Instead - I think the Casino industry needs to step back and take a look at it as a business.

If they want to stay in business for a long time - then NOW is the time to implement the changes that would be required to keep and maintain the training.

YES.. It would cost more money.
YES... It would take MORE people...
YES... It would take constant TRAINING
YES... You might have to pay MORE for QUALITY staffing...

But in return - you have return customers who are completely satisfied. Customers who ARE HAPPY to deposit that few extra dollars with you....

CUSTOMERS WHO RETURN....

Because TRUTH BE TOLD --- REPEAT BUSINESS --- is WHERE the MONEY IS AT.

Not the cute little first time gambler - during their first time shot of 300 - 500... or maxing out their card and then realizing they don't ever want to gamble again...

The real money is in the customer who keeps coming back.

There are a LOT of us out here - who if the RIGHT PLATFORM GAMERS would treat us right - we wouldn't be jumping around from casino to casino - hoping to win.... We'd plant our butts down - KNOWING we'd be taken care of - and TREATED like the PAYING GUESTS we are.

Hospitality is where it's at.

And UNFORTUNATELY - all those industries - waiters/hosts/maids - all of those people SHOULD be paid more - they should want to stay in that job - they SHOULD want to be the BEST that they can be.

That's the Truth.

Exemplarily customer service on it own will never retain players. Infact I know of many players who would rather put up with rude CSR staff at casinos they win at, than outstanding CSR staff at casinos they always lose at.

Players can be very fickle when it comes to being loyal to one particular casino. Poor customer service is not usually the reason they decide to try something else. They may change casinos because they want to try different software, improve their luck, or get better bonus offers.

I agree the real money is when the customer keeps coming back to make further deposits. But the truth of the matter is the main reason the player comes back is based on his previous runs at the slots and tables. Customer service is never the main reason as many players never even have the need to contact them, so they wouldn't even be aware if they had lousy CSR.

Many organisations get criticised for poor customer service, it is not just confined to this industry. There are many organisations that already do everything you have mentioned and much more, YET they still have poor customer service. A lot of the work casino support deals with is very basic issues, issues which quite frankly could be resolved if the player read the T&C's and the FAQ's.

Example, you have an issue with a utility company you need addressing. The first thing the company asks you before you contact them is have you done this or that. Players nowadays with casinos have become almost spoilt to the point they expect instant support. Also they expect to be spoonfed, contacting support for the most trivial of issues. No other industry offers this level of service to resolve issues.

Casino support does not have to be all singing all dancing and staffed by educated highly trained, motivated staff as you allude to Wagerwitch. No, it should be something that is their quietly in the background for when a player has an issue. As many players never have an issue then CSR good or bad is irrelevant, when it comes to customer retention. Therefore the casino is judged primarily on how its games perform and payout, rather than good manners and the ability to answer questions.

Mike

 

[WagerWitch]

Exemplarily customer service on it own will never retain players. Infact I know of many players who would rather put up with rude CSR staff at casinos they win at, than outstanding CSR staff at casinos they always lose at.

Players can be very fickle when it comes to being loyal to one particular casino. Poor customer service is not usually the reason they decide to try something else. They may change casinos because they want to try different software, improve their luck, or get better bonus offers.

I agree the real money is when the customer keeps coming back to make further deposits. But the truth of the matter is the main reason the player comes back is based on his previous runs at the slots and tables. Customer service is never the main reason as many players never even have the need to contact them, so they wouldn't even be aware if they had lousy CSR.

Many organisations get criticised for poor customer service, it is not just confined to this industry. There are many organisations that already do everything you have mentioned and much more, YET they still have poor customer service. A lot of the work casino support deals with is very basic issues, issues which quite frankly could be resolved if the player read the T&C's and the FAQ's.

Example, you have an issue with a utility company you need addressing. The first thing the company asks you before you contact them is have you done this or that. Players nowadays with casinos have become almost spoilt to the point they expect instant support. Also they expect to be spoonfed, contacting support for the most trivial of issues. No other industry offers this level of service to resolve issues.

Casino support does not have to be all singing all dancing and staffed by educated highly trained, motivated staff as you allude to Wagerwitch. No, it should be something that is their quietly in the background for when a player has an issue. As many players never have an issue then CSR good or bad is irrelevant, when it comes to customer retention. Therefore the casino is judged primarily on how its games perform and payout, rather than good manners and the ability to answer questions.

Mike

Wild -

I think we're talking two different types of Customer Service.

I don't mean dancing - or being cheery 'oh' and "how's your family Mr. Smith?"...

I mean - Thank you for visiting PLAN B Casino -how may I help you?

And your problem is this?

OK - one moment please

(comes back before 3 minutes)

Yes, I see that you did indeed deposit the 25.00 and yes, I do see that the bonus was NOT credited.... Please wait one moment while I fix that for you.

Of Course Mr Smith, I do understand when the slots are down. Might I suggest possibly trying one of the similar types of slots: SLOT C and SLOT D - both have the same 25 line pattern as the current one you are playing - Slot C has 2 features and Slot D has one feature one wild scatter - But the variances MIGHT be different - I can't see the variances, but you know what I mean - sometimes what ONE cannot do - the other can. I can't project that you're going to win or not - but SOMETIMES, I have seen customers win when they change machines - although - I also have customers who will NEVER leave one machine. But just in case you wanted to know if there were similar slots - those are the ones I would suggest to you!

Oh yes Mr. Smith - totally understand. OK - if you log in right now, you'll note that the bonus has been credited. Remember 10x wager requirements - so keep an eye on your bonus levels....

OH yes - well you have a GREAT day.

Come back if you have ANY further questions.

Oh - you're quite welcome.

END



The difference was this: MR SMITH is pissed because he already thinks he is gonna get a bonus that HE probably messed up.

However - customer service was CAPABLE of seeing the time and deposit issue - AND COULD ACT on it on their own - thus averting a mini breakdown by MR SMITH - causing all kinds of irreparable bad feelings towards the casino.

ANSWERS were not CANNED
REP didn't waste the customer's time
Rep Helped the customer

Etc. etc.

NOT the kinda service that is out there right now.

Sorry - service simply needs to improve.

ABOUT CUSTOMER SERVICE: I --- I--- play at casiinos where I am treated better - EXCLUSIVELY.

Casinos lose me if they treat me like dog meat.

I AM PAYING ---- FOR MY PLEASURABLE EXPERIENCE


Customer Rep maintained a pleasant, professional attitude - offering NEUTRAL advice - and made the exchange PLEASANT>

 

[Wildfire7]

Wild -

I think we're talking two different types of Customer Service.

I don't mean dancing - or being cheery 'oh' and "how's your family Mr. Smith?"...

I mean - Thank you for visiting PLAN B Casino -how may I help you?

And your problem is this?

OK - one moment please

(comes back before 3 minutes)

Yes, I see that you did indeed deposit the 25.00 and yes, I do see that the bonus was NOT credited.... Please wait one moment while I fix that for you.

Of Course Mr Smith, I do understand when the slots are down. Might I suggest possibly trying one of the similar types of slots: SLOT C and SLOT D - both have the same 25 line pattern as the current one you are playing - Slot C has 2 features and Slot D has one feature one wild scatter - But the variances MIGHT be different - I can't see the variances, but you know what I mean - sometimes what ONE cannot do - the other can. I can't project that you're going to win or not - but SOMETIMES, I have seen customers win when they change machines - although - I also have customers who will NEVER leave one machine. But just in case you wanted to know if there were similar slots - those are the ones I would suggest to you!

Oh yes Mr. Smith - totally understand. OK - if you log in right now, you'll note that the bonus has been credited. Remember 10x wager requirements - so keep an eye on your bonus levels....

OH yes - well you have a GREAT day.

Come back if you have ANY further questions.

Oh - you're quite welcome.

END



The difference was this: MR SMITH is pissed because he already thinks he is gonna get a bonus that HE probably messed up.

However - customer service was CAPABLE of seeing the time and deposit issue - AND COULD ACT on it on their own - thus averting a mini breakdown by MR SMITH - causing all kinds of irreparable bad feelings towards the casino.

ANSWERS were not CANNED
REP didn't waste the customer's time
Rep Helped the customer

Etc. etc.

NOT the kinda service that is out there right now.

Sorry - service simply needs to improve.

ABOUT CUSTOMER SERVICE: I --- I--- play at casiinos where I am treated better - EXCLUSIVELY.

Casinos lose me if they treat me like dog meat.

I AM PAYING ---- FOR MY PLEASURABLE EXPERIENCE


Customer Rep maintained a pleasant, professional attitude - offering NEUTRAL advice - and made the exchange PLEASANT>

As far as I am aware there are only two types of customer service, good and bad.

Thanks for your examples. It is all good and well the CSR's giving out advice and helpful tips to players, but at what price? One of the main complaints surrounding support is the length of time people are waiting or the quality of the responses they receive because the CSR is dealing with multiple enquiries.

So by CSR now having an extended dialogue it will surely stretch this resource further still, so it creates the opposite of what your trying to achieve. Unless they employ more staff. Why would they want to do this though? As discussed it is not the staffing levels which is the main issue, but the quality of staff. So why pay even more staff so they can sit there and waffle on. It is just not viable at all.

Perhaps they could pay for these new recruits by changing the RTP settings. Then the player ends up with a truly special customer support experience, albeit disgruntled because the machines have taken his deposit in double quick time.

I honestly don't believe it is as bad as you make out. Yes there are some awful CSR's but so what, most jobs have incompetent lazy staff. No amount of training is going to change that, if the management who is implementing the training is also incompetent.

The casino is better off investing its money in improving functionality so people will have less need to rely on support to solve problems.
Those that do go to support just need simple, fast answers pertinent to the question they are asking. Waffle to make the customer feel better could come across as patronising.

Mike

 

[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 dont want to know what the whole thing is about its just that some of us really just dont care. I am not saying that this is MY personal case (because if it was I wouldnt 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 couldnt 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 anybodys 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 dont 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 lets all be adults in this and act like adults.

 

[est129]

Jackpot Capital loosy support...

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...