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Customer Service.

Discussion in 'Online Casinos' started by casinobulldog, Jul 20, 2010.

    Jul 20, 2010
  1. casinobulldog

    casinobulldog Dormant account

    Occupation:
    IT
    Location:
    Florida
    Have you ever been able to vent regarding the industries customer service ?

    Do they know what exactly we expect from them when we contact their support ?

    I believe they don't, i have dealt with numerous of these online casinos and it seems as though we are worth nothing to them.

    They treat you like your an outsider, as though you don't deposit and when you request a tiny no deposit bonus after a few deposits they tend to keep you waiting for a few minutes and the end result is that it will have to be forwarded. This could even take 24 to 48 hours for them to get back to you.

    We need a more on hand customer service that is able to comfort us when is needed. People that have knowledge of how their system works.

    CSR's that actually have the ability to bend the rules once in a while for a good depositor.

    People that actually have the patients to look in to issues when you reported, could be anything. All they know is to forward all issues. I fully understand that they only have the ability to help us up to a certain extend. But do keep in mind that if we are dealt with and given feedback in a timely manner you will have a happy customer on your hands.

    Its all about the experience I or any other player has that will keep us as a depositor.

    Be true and honest to your players.

    PS: It's not only the big depositor that need this treatment as the small one's also deserve the same respect.

    This is not directed to any specific casino, its just a general fact of the industry. :cool:
     
  2. Jul 20, 2010
  3. fobus

    fobus Dormant account

    Occupation:
    Marketing
    Location:
    London
    :lolup: So true...

    I suggest lets start a thread for all the casino rep's- how to improve your service as we see it from the client side. All of the oldies in the forum probably have a "gut full" of suggestions of how to improve service...

    Who is first? :)
     
  4. Jul 20, 2010
  5. all4greed

    all4greed Now we can do business.

    Occupation:
    Misc.
    Location:
    Pacific NW
    Ok, first thing that I would change is the way Rival's handle live chat (not applicable to all Rival's) .

    My turn comes up and I get the standard greeting. I reply with what information I need or issue and there is NO response on their end until I type HELLO? Then either I get a response or that stupid Thank You For Your Patience or other generic automated reply. Then it takes 5 minutes to figure out who you are after supplying them with the account and email. Why can't they tell who is live chatting with them if the customer is in the casino?

    Generally, for a 1 minute question, it takes 10 minutes of chat or much longer.

    If my turn is up for chat, I want a dedicated customer service person to communicate then with me. Not helping God knows how many other people.

    Frustrating.
     
    1 person likes this.
  6. Jul 21, 2010
  7. casinobulldog

    casinobulldog Dormant account

    Occupation:
    IT
    Location:
    Florida
    All4greed I full agree with you Rivals have been lacking badly in their support area of the industry. even though they have a great software going that still does not even things out for them.

    They currently have a lot on their plate and are taking the necessary measures to fixing their problems, especially the once they have with the whit labels.

    Never the less they should still hire competent people to provide their customers with support.

    I did see some what of an improvement in the CS area as they now actually have their phones open. Back then you'd call and it would tell you that no operators are available. Try now you actually hear different voices on the phone and not just 1 or 2. That use to make me wonder how big of a support group they are.

    Also whats up with them taking down their 24/7 support ???????

    That is just bad for business in a comparative industry like this they have to keep their game faces on even if they are going through a rough patch. Its critical that we have the luxury to speak to an agent while we are playing. Because at the moment if your playing at midnight their live chat is down, no phones, so all that is left is email and that will take till the morning for them to get back to you.

    I think a good suggestion would be to give their csr's a proper training in which you explain everything to them without leaving them in the dark and providing them with cs training so they stop being so rude and careless to us customers.

    Hopefully a little bird will sign in their ears and inform them of what we expect of them in order to keep our loyalty to them. :thumbsup:
     
  8. Jul 21, 2010
  9. tat00

    tat00 Experienced Member

    Occupation:
    SELF EMPLOYED
    Location:
    san diego cA
    oh wow i love this subject-

    there has to be a better way for online chat to become better. u are right dont answer us if we dont have your full attention. i dont klnow how many times i talk to chat that they are either talking to more clients or arejust busy with something else making us wait for an answer. there are some reps that are at least curteous to tell us 'one moment im still checking' .

    the other day i contacted jackpot capital and asked what bonuses have i used (as they are a monthly bonus ) i waited for 4 minutes before i got someone on line and then i asked question and they said one moment - it took another 5 minutes and replied please check our bonus page and gave me a link . i was livid . it was like noone even understood the question and top wait over 10 minutes for a reply and giving me a link. i know about the link for bonuses why do u think im asking a question .
     
  10. Jul 21, 2010
  11. all4greed

    all4greed Now we can do business.

    Occupation:
    Misc.
    Location:
    Pacific NW
    I remember asking a Rival chat rep how many people she was also helping. She replied none, just you, but she was taking over 5 minutes to respond to each question or answer from me. It wound up being a 40 minute chat.

    She was obviously helping other people or seriously distracted.
     
  12. Jul 21, 2010
  13. casinobulldog

    casinobulldog Dormant account

    Occupation:
    IT
    Location:
    Florida
    Yes that is correct TAT00 they tend to put us on hold and forget we were even there at times. So the bottom line is that we want them to answer us in a timely manner and be more dedicated to resoling or answering any questions we might have.

    On a side note, since Rival is providing support for most of their licenses it might be a bit overwhelming for the csr's to remember everything. But still no excuse for the poor service as the basics remain the same. If you read through the rival terms and conditions or even policies you will see that their almost the same, you might find a slight difference here and there.

    This might be a big reason as to why we get poor service from their support.

    This post is not to bad mouth Rival nor any other casino out their, but it is for them to open their eyes, a reminder that we are the customers and that without us they are no where.

    Same goes for jackpot Capital.
     
  14. Jul 21, 2010
  15. all4greed

    all4greed Now we can do business.

    Occupation:
    Misc.
    Location:
    Pacific NW
    I would like to see one of these casino support centers. I imagine them to be in someone's dirty garage and someone just grabs random people off the street to help out.

    Very few have any people skills or even understand general questions.
     
  16. Jul 22, 2010
  17. BigSD

    BigSD Dormant account PABnononaccred3

    Occupation:
    Accountant
    Location:
    Australia
    Will Hill don't even grab their staff from the streets. They tranquilize primates from the zoo.
     
  18. Jul 22, 2010
  19. fobus

    fobus Dormant account

    Occupation:
    Marketing
    Location:
    London
    :D:D:D:D
     
  20. Jul 22, 2010
  21. casinobulldog

    casinobulldog Dormant account

    Occupation:
    IT
    Location:
    Florida
    Come on guys dont make fun of their barns. hhahahahahahah :lolup:
     
  22. Jul 22, 2010
  23. funeral979

    funeral979 Senior Member PABaccred

    Occupation:
    retail
    Location:
    Texas
    OMG I am sooooo glad someone else feels this way too. This is probably my number one pet peeve of all time when it comes to customer service. And Rival is THE WORST about it: Why is it that when you initiate live chat at a Rival casino, you are first prompted to provide your account name and email....and then, WITHOUT FAIL, the first question the CSR will ask you is, "Can I have your account name and email please?" I mean seriously, WTF?!?!
     
  24. Jul 22, 2010
  25. love2winalot

    love2winalot Dormant account

    Occupation:
    Roulette Player
    Location:
    Philippines/Visiting Las vegas
    Hiya: What I hate is people who can't read. They must not be able to read, because most of the time, the e mail will get a responce, but the question you asked in the e mail gets totally ignored? They must not have been able to read it? I Net Bet has done this twice so far. :confused:
     
  26. Jul 22, 2010
  27. fobus

    fobus Dormant account

    Occupation:
    Marketing
    Location:
    London
    so lets sum it up (for all you reps!):

    Be professional- train your support staff, technical issues + math of the games + facts about the casino that may interest us- location, what jurisdiction, license etc.... not only what bonus to give us.

    Be polite!

    Do not make us wait for 2 long.

    Tell us the truth, do not bs- I will pass it on.. blah blah.... if their is a problem let us know!

    Answer our inquiries (email)- quickly and with an definitive answer...!

    I think the CS standard is low.... operators forgot that they are service providers.. and we are PAYING customers with plenty of competition to choose from..

    :) please add some more "complaints" :)
     
  28. Jul 23, 2010
  29. all4greed

    all4greed Now we can do business.

    Occupation:
    Misc.
    Location:
    Pacific NW
    Follow through.

    When I'm told that accounting, management, etc. will contact me, then that person should contact me. I shouldn't have to cut and paste previous chats or emails to get the next person up to speed.
     
  30. Jul 23, 2010
  31. NASHVEGAS

    NASHVEGAS Banned User - flamming, disrespecting admin,

    Occupation:
    LOL
    Location:
    MERS
    A few years ago, give or take , BB28 wrote an excellent post on Customer Service. Hopefully she will read this thread and perhaps post the link and re-post the post.:cool:
     
  32. Jul 23, 2010
  33. jod5413

    jod5413 Is That Better?

    Occupation:
    having a good time doing anything
    Location:
    somewhere on the planet
    I remember that too, Nash.

    I'll send her a heads up and ask if she would mind finding and re-posting it. It definitely was a great post, at least to us, the players. Not so much for the casino reps, maybe? :p
     
    1 person likes this.
  34. Jul 23, 2010
  35. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    There are a few basics I have learned from being in business.

    1. Be prompt
    2. Be courteous
    3. Be honest
    4. Be helpful
    5. Smile
    6. Listen twice as much as you speak (read and understand before you respond)
    7. Be solution oriented.
    8. Adopt a do it now attitude.
    9. Strive to make the customer's experience something special.
    10. In the event you are not able to solve the problem immediately make sure you are working on the solution and follow up!
    11. Customers are the lifeblood of any business; without customers there is no business.
    12. Customers are not always right but that does not make it right to not be professional.
    13. When dealing with an emotional customer try and put yourself in that customer's feelings and deal with as you yourself would want to be treated.
    14. Learn your job!

    I'm sure there are plenty more, but those are some I remember. :)
     

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