Attn: Customer Service and Managers

bb28

Dormant Account
Joined
Nov 18, 2006
Location
US
Have you ever asked yourself this question. What do my customers expect from me?

Here is a short list I've compiled and I'm sure there will be many other points contributed that I've left out. ;)


Make your terms and conditions very clear and very visible and not contradictory. Check or have someone check your website for outdated promo's, terms, conflicting information and dead links. There just isn't any excuse for errors in this very important area.

If I contact support please try to keep the wait time as short as possible. 5 minutes is acceptable, over 10 is not. If you need more staff......hire some.
If there is some big issue happening where many players are on the line or waiting on chat that keeps the wait longer than normal, please do come on the line and give us a short explanation. We are pretty understanding if you just explain. Oh and if it's taking a while to find or get what the customer is requesting, do come back on and say I'll be with you in a moment. Don't leave me hanging out there for more than 5 minutes wondering if I've been disconnected or ignored.

If I ask you a question and you don't know the answer.....don't pull something out of your arse. It's perfectly acceptable to say I'm sorry but I will find out and get back to you by tomorrow.

If you tell me that you will get back to me......for petes sake just do it, within 24 hours. If you still don't know the answer, that's OK, just say so and you can contact me again.....within 24 hours.

If I email you with a problem or a question, please take the time to actually read the email and don't respond with some pointless canned reply, that one really pisses me off. Again.....the 24 hour rule applies and if you don't know the answer, it's acceptable to say I will get back to you. What........you didn't even bother to reply at all?? Unforgivable!

Managers.......give your customer service people the information and the tools they need to do their job. Also give them some leeway about bonuses/freebies. Nothing frustrates a player more than (example) - "I just deposited $50.00 and it lasted 10 minutes, I didn't even get one bonus round. I was wondering since I'm a good customer who deposits XXX every month if you could throw me a little bone. I have 960 bonus points, if you would up it to 1000 so I can get my 10 spot, it would be much appreciated." WHAT......you can't do that? " Player immediately uninstalls your casino, you just said goodbye to your good customer who seldom bothers you. And.......yes you have records of who asks for the freebie every other day and no you don't have to give it to them. Head it off before it gets to the point of being aggravating, send them a email stating that they no longer will be receiving them because they are abusing your good will.

Use a spell check, always.

Don't be rude or condescending and no we don't expect you take abuse from your customers. If a customer is being abusive, tell them that you will talk to them at another time when they have calmed down and can communicate in an adult manner.

Never ever lie to your customers. The truth is always the best policy, no exceptions. Treat your players with the same respect and courtesy that you would expect when dealing with any business, be it a casino or otherwise.

Don't make your customers try to jump the moon to get their withdrawals by repeatably asking for their documents and do acknowledge receipt of them in a timely manner. If there is a issue with the documents, contact us within 24 hours, don't delay.

Pay out in the time period stated on your website. If you can't meet it, email the customer explaining the delay, don't wait for me to contact you. Not taking the initiative to contact me puts your business in a bad light and frankly just pisses me off. We've been ripped off and stalled too many times. Head off the frustration by being pro-active here.

I thought of a couple more points, I wanted to add.
Act like you appreciate your loyal customers by showing us your appreciation with bonuses and comps. Without us, your loyal player base.....you are out of business, remember that!
 
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KasinoKing

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Excellent post! :notworthy
I totally agree with everything you said, and particularly with your last point:-
Pay out in the time period stated on your website. If you can't meet it, email the customer explaining the delay, don't wait for me to contact you. Not taking the initiative to contact me puts your business in a bad light and frankly just pisses me off. We've been ripped off and stalled too many times. Head off the frustration by being pro-active here.
Casinos take our deposits in seconds, as far as I can see there is no possible reason to take more than a day to process & send out our withdrawals. I just don't get the '3rd party processor' fiasco, if someone can explain to me why casinos HAVE to use these I would love to hear it.
Casinos who stall get what they deserve - players walking away. Surely it does not take a genius to work out that the quicker you pay your players, the quicker they will be back to re-deposit... :eek2:

Just my 1p (2c)
 

hippo925

Dormant account
Joined
Jun 13, 2006
Location
so cal
excellent, excellent post! you essentially summarized in a concise manner what all of us have been thinking for a long time. an old teacher of mine gave me some great advice a long time ago:

in whatever you do, if you want to be successful... be proactive, not reactive. it's a recipe for success that can't go wrong.

It's a simple concept that can reward a casino with much success...

BE PROACTIVE...NOT REACTIVE....

oh... and everything else bb28 said. :thumbsup:
 

zebedy

No!!!! Im Spartacus
Joined
Jun 1, 2007
Location
Up a Tree
yep great post bb28 :thumbsup:,


If I email you with a problem or a question, please take the time to actually read the email and don't respond with some pointless canned reply

so many times this has happened to me and yes it really pisses me off, sometimes ive had to ask the question 3-4 times before i can get an answer, sometimes it feels like your trying to communicate with a robot,
 

GaryWatson

Dormant account
Joined
Jun 15, 2007
Location
Europe
I would say live online support is a must.

It will resolve many problems immediately, which may seem trivia to them but important to you the customer.

Ingoring an issue may seem the easy option but its unacceptable when its you, the customers money is at stake.

I think the simple answer is to stop playing at these sites. They will soon change their attitude and start working with you.

Tilla & Paddypower, I feel have both been excellent. Others , I feel dont really have a proper system in place.

You pay the customer services wages, you fund the sites. Some think you as a burden, others appreciate your business and loyalty
 

RobWin

closed account
Joined
Apr 24, 2004
Location
A Vault!
A most excellent and great post BB...:thumbsup:

You would think that this would be a remedial course required under "Casino Management 101" for all employees of any online casino, but as most of us all know way too well there are still an awful lot on online casinos that still struggle day in and day out with most of these great points and issues that BB described above...
 

GGW Laurie

Dormant Account
Joined
Jun 16, 2006
Location
In the Beautiful South !!
excellent post b.b:thumbsup:maybe some of this info will make it to the right ones and they will get the hint:)we have to agree that some reps on here will go above and beyond what other casinos will do for the players .........a great post i have to say again!!!!..................laurie
 

BingoT

Nurses love to give shots
Joined
Dec 16, 2004
Location
Palm Bay Florida
:thumbsup:Excellent post b.b:thumbsup:

All places should just give it's customers the good old Respect.Today you don't find that in some places you go to.
The one's that feed you will always come back to you.


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james01

Dormant account
Joined
May 13, 2007
Location
Germany
More online casino annoyances!

You forgot to mention the first step - make it possible to USE your software. I downloaded something a few days ago to try it out, and I couldn't find the darned MUTE button. I thought aliens had taken over my computer! I eventually muted my volume while I was looking for it, but that meant I couldn't listen to the radio. Glad I didn't make a deposit there. If they're going to inundate me with noise... there's an uninstall button.

And don't tell me your software is installation-free but it makes me install each game separately. It's just sitting in my temporary internet files instead of as its own program! :eek:
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I thought aliens had taken over my computer!

:lolup:

Let's not forget the ever annoying "Let's play in full screen" mode when you first install a casino *cough*Rival*cough*. Not only does it force full screen when you first run the casino, it'll revert back to full screen after leaving any game if you don't turn off full screen mode in the settings.
 

patrina

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Joined
Mar 30, 2007
Location
Ontario, Canada
Hey All, This is an important thread. I haven't read it in it's entirety and am not sure what's going on with the last part here, but I would like to add...

YES!!! When you email customer service and they email you back with something that is entirely off the subject you were referring to, well, that is absolutely disgusting! Nothing pisses me off more! And just recently i sent an email to an accredited casino asking for a few comps. Because I had made "alot" of deposits at both of their casinos, and have done really horribly, I asked them if it might be possible to give me some comps because I didn't want to keep depositing my money and lasting just a couple mins. It wasn't a matter of not having any money to deposit, just that I'm sick of losing so fast and because I am losing so fast it's impossible to build my loyalty points. I was told they would contact management and get back to me. That was 3 weeks ago. So I made a few more deposits and emailed again, same response, as soon as they spoke with management, someone would get back to me. In the meantime I made a couple more deposits, and same thing, lost horribly. Never heard back again. So 3rd email. They emailed me back after a couple days and said "Oh we apologize for taking so long to get back to you, as soon as management lets us know, we will email you a.s.a.p." They further explained that management was in another location. Well, no reply again. So..I emailed again and a day later got an email stating they looked at my account and no comp could be given at this time. What a load of shit. I have made so many deposits only to be shluffed off and treated like I dont matter. These casinos need to read this thread. I am furious. And I dont ever go around asking for free comps, unless I feel I am owed.
Patrina
 

patrina

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Joined
Mar 30, 2007
Location
Ontario, Canada
excellent post b.b:thumbsup:maybe some of this info will make it to the right ones and they will get the hint:)we have to agree that some reps on here will go above and beyond what other casinos will do for the players .........a great post i have to say again!!!!..................laurie


'we have to agree that some reps on here will go above and beyond what other casinos will do for the players ..'

Yes, it must be said that 32 Red is the exception, they could teach these other casinos what it means to be 1st class.

Patrina
 

thisisvegas

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Joined
Oct 18, 2007
Location
Canada
I haven't read any of the replies but bb28 pointed out the thread to me so I'll add in comments.

"Make your terms and conditions very clear and very visible and not contradictory. Check or have someone check your website for outdated "promo's, terms, conflicting information and dead links. There just isn't any excuse for errors in this very important area."


Agreed, I think we do an OK job of this and I do appreciate when players do point this out. For Rival's bonus system the terms are always available to the player in the casino before they play it, since we feel this is more important at that moment then on the website but our site usually mentions to check the cashier. Not making excuses but the promo terms is one of the least viewed pages on thisisvegas. Sometimes it would help if they were read and same goes for promotional emails where livechat agents are literally getting yelled at when they never read the emails.

"If I contact support please try to keep the wait time as short as possible. 5 minutes is acceptable, over 10 is not. If you need more staff......hire some.
If there is some big issue happening where many players are on the line or waiting on chat that keeps the wait longer than normal, please do come on the line and give us a short explanation. We are pretty understanding if you just explain. Oh and if it's taking a while to find or get what the customer is requesting, do come back on and say I'll be with you in a moment. Don't leave me hanging out there for more than 5 minutes wondering if I've been disconnected or ignored."


I agree that players get frustrated easily and waiting longer than 5 minutes is a great way to lose players. We try our best to be there but there are always room for improvements. Regarding just hiring staff it isn't as easy as snapping your fingers and making it happen. When we need to hire a support staff agent we find it takes 2 months to get them to speed on everything and it is hard work and players are naturally demanding and more times than not, not very forgiving. Training anyone to do a gaming related job without any experience truly does take a lot of time. We can't expect a new agent to start handling calls/emails/livechat if they never have played an online casino, or don't know an array of terms that are common for everyone here.

"If I ask you a question and you don't know the answer.....don't pull something out of your arse. It's perfectly acceptable to say I'm sorry but I will find out and get back to you by tomorrow."

I agree this may sound frustrating but 2 things happen here. Any new agent doesn't want to disappoint anyone, or any agent for that matter. I do think that most of the support agents I have don't have issues sending stuff my way when they can't help and they say this too.

If you tell me that you will get back to me......for petes sake just do it, within 24 hours. If you still don't know the answer, that's OK, just say so and you can contact me again.....within 24 hours.


Agreed.

If I email you with a problem or a question, please take the time to actually read the email and don't respond with some pointless canned reply, that one really pisses me off. Again.....the 24 hour rule applies and if you don't know the answer, it's acceptable to say I will get back to you. What........you didn't even bother to reply at all?? Unforgivable!

Completely agree and I hope you were not referring to the Rival support staff. If it happens sometimes I understand but all the time would bother me but I don't think that is the case. I have been in this situation myself in many instances and this is usually when I start swearing.

Managers.......give your customer service people the information and the tools they need to do their job. Also give them some leeway about bonuses/freebies. Nothing frustrates a player more than (example) - "I just deposited $50.00 and it lasted 10 minutes, I didn't even get one bonus round. I was wondering since I'm a good customer who deposits XXX every month if you could throw me a little bone. I have 960 bonus points, if you would up it to 1000 so I can get my 10 spot, it would be much appreciated." WHAT......you can't do that? " Player immediately uninstalls your casino, you just said goodbye to your good customer who seldom bothers you. And.......yes you have records of who asks for the freebie every other day and no you don't have to give it to them. Head it off before it gets to the point of being aggravating, send them a email stating that they no longer will be receiving them because they are abusing your good will.


From my point of view I would like to do this but for the most part most Rivals give out good bonuses. I am working with the support staff to see if we can have a system that solves this problem properly. At the moment most of those requests end up in my inbox and I handle them but it is on my wishlist of things to change/improve. For the record most of the players who do ask for bonuses where I get the email are worthy players and I don't mind doing this job but I know the player would feel better if getting something on the spot.

Use a spell check, always.

I agree, I don't see many issues on our end but those things happen. Depends on the program in question.

Don't be rude or condescending and no we don't expect you take abuse from your customers. If a customer is being abusive, tell them that you will talk to them at another time when they have calmed down and can communicate in an adult manner.

That should be standard, I don't think our staff do that and I am surprised when they do take abuse they don't "fight back" and are rather calm about the situation. Maybe they are desensitized I have no idea.

Never ever lie to your customers. The truth is always the best policy, no exceptions. Treat your players with the same respect and courtesy that you would expect when dealing with any business, be it a casino or otherwise.

I can't please everyone but my experience here thus far has to be as truthful as possible. I was initially worried that this would explode in my face and be run out of town but it has worked in my favor and I now see where other programs have gone wrong.

Don't make your customers try to jump the moon to get their withdrawals by repeatably asking for their documents and do acknowledge receipt of them in a timely manner. If there is a issue with the documents, contact us within 24 hours, don't delay.

I am really not sure what this refers to unless you are referring to the virtual obstacle course to get your cashins. I think Rival's program on average is very good. I have seen some examples posted here which I initially didn't agree with but I have yet to disagree with anything they have requested to date or their manner on it.

Pay out in the time period stated on your website. If you can't meet it, email the customer explaining the delay, don't wait for me to contact you. Not taking the initiative to contact me puts your business in a bad light and frankly just pisses me off. We've been ripped off and stalled too many times. Head off the frustration by being pro-active here.

If this is a comment directed at the recent Rival problems I agree this would have been better. We didn't expect the problems and I personally didn't know about it until the PMs started rolling in. I was told constantly it was getting fixed but either way that was our fault. I would like for the next time that this is never an issue since we wouldn't have those delays but the point is taken.

I thought of a couple more points, I wanted to add.
Act like you appreciate your loyal customers by showing us your appreciation with bonuses and comps. Without us, your loyal player base.....you are out of business, remember that!

Closing comments, my statements here are not going to please everyone as usual but bb28 did point this out to me so thought I would take the time to address some of the points. My job as a casino manager is an easy one yet a hard one at the same time. I think my program is better than the average but I know there is always room for improvement and I try my best to listen.

John
 

bb28

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Joined
Nov 18, 2006
Location
US
Great Reply John

John,
Thanks for taking the time to come on and give us your opinion and thoughts about my post. :thumbsup::thumbsup:

And please let me say this.......none of my comments were directed at any particular casino. It was posted to sum up the issues that all casino's need to address in order to retain their long term customers and hopefully improve on what is lacking. It covers some of the complaints voiced here repeatably and that are ongoing problems. They aren't petty complaints and they should be taken seriously by the industry as a whole. The casino's that do try to improve on these areas will be the ones that are around for the long term.


Hopefully good will come from the post, in spite of all the ruckus surrounding it.


BB
:)
 

Casinomeister

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