Customer Service - Today's Casinos Need BETTER customer service

WagerWitch

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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. :D

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

Senior Member
Joined
Aug 25, 2007
Location
Croatia
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

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
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

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
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

Dormant account
Joined
Feb 10, 2009
Location
Philippines/Visiting Las vegas
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"
 

Wildfire7

Dormant account
Joined
Apr 9, 2006
Location
UK
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

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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

Meister Member
Joined
Sep 17, 2008
Location
Tucson AZ
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
 

AFlansburg

Dormant account
Joined
Feb 10, 2004
Location
minnesota
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. :D

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

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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

Dormant account
webmeister
Joined
Oct 16, 2003
Location
Alaska
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

closed account
Joined
Jan 27, 2006
Location
USA
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

Experienced Member
Joined
Oct 31, 2008
Location
UK
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.
 

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