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Rewarding good customer service

Discussion in 'Online Casinos' started by deltoid, Apr 28, 2009.

    Apr 28, 2009
  1. deltoid

    deltoid Dormant account

    Occupation:
    software
    Location:
    canada
    Here's an idea..

    Whenever a casino sends you an email, or you finish a chat, etc, a link is included at the bottom that says 'click here to tip Paul' or whatever their name is.

    You can enter in an amount, and that'll go into their little database. Like a kudos system. The casino can see which reps get tipped the most, and which don't. Customer service has an incentive to treat you right.

    But.. let's make it more interesting. In the casino software, it lets you know how much you've "tipped" a rep. And when it comes time to cash out after a nice win, you get the option of making good on your tips, and lets you send a couple bucks to the rep/s that made your experience better! Heck, even if you tip a nickel for a nice email here or there, for all the emails that they deal with I bet this could add up to a nice amount for a good customer service rep!

    What do you guys think?
    Delts
     
    3 people like this.
  2. Apr 28, 2009
  3. wilsten

    wilsten Dormant account

    Occupation:
    Salesman
    Location:
    Sweden
    Sounds good to me! But...

    Basically all online casinos should have good support by default. This might affect good casinos with good support by making them great.
     
  4. Apr 28, 2009
  5. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    It is a good idea but I guess it depends if you believe in the tipping culture.
    It would not be that easy to implement either and would cost money.

    As Wilsten says it is really up to the Casino management to ensure they have good CS and to pay them accordingly.
     
  6. Apr 29, 2009
  7. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I am against this idea. I do believe that rating CS is a valuable tool for casinos to evaluate a representative's work.

    For an employer to offer incentives to their employees based on performance is a super idea, but to openly solicit tips is not a good idea. Sometimes you get the best help when your casino account has a zero balance!

    If this becomes the norm, the player that does not tip may find he/she receives poorer service.

    For many industries, tipping has become a way for employers to fail to pay adequate wages.

    Often places "tip pool", so your tip may be supporting CSRs whose service has not been as stellar.

    If you receive good service from casino support personnel, please thank them. They take a lot of flack for matters outside their control, and a simple acknowledgement that you are happy can make the difference to their entire shift.

    If you receive extraordinary service from someone, an email to the Casino Management praising them is warranted IMO. This is particularly true for those reps that spend time helping players troubleshoot technical issues.
     
    4 people like this.
  8. May 9, 2009
  9. jerrylee

    jerrylee Dormant account

    Occupation:
    policymaker
    Location:
    Playa del Vaquero (I wish)

    Interesting ideas. First idea would be appreciated by customer service reps for sure. Imagine the second idea even led to a CS rep's promotion? Casinos could use more free thinkers like you Delts.
     
    1 person likes this.
  10. May 9, 2009
  11. alexbuzz

    alexbuzz Dormant account

    Occupation:
    online casino guy
    Location:
    London
    in the bingo world, chat managers are entered into a contest for "CM of the year" and players vote for their faves--no reason we couldn't do the same for casinos, either as a part of casinomeister or a separate site....
     
    1 person likes this.
  12. May 9, 2009
  13. catrina m

    catrina m Senior Member PABaccred

    Occupation:
    service
    Location:
    US of A
    Good support is invaluable.

    When I play poker at a casino the dealer always gets a chip if I win.

    Not a bribe, just a thank you!

    Support at an online casino should be rated.

    ( we have made much sport at the bad ones, lol)

    I have seen great support lately at 3Dice.

    What a class act enzo and crew are!
     
  14. May 9, 2009
  15. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    im against it too,

    customer service reps should provide top service weather they recieve "tips" or not..

    we are customers, just like in a shop, they get paid to provide good customer service as it is, so if any of them are providing bad service then they should be out of a job,
     
  16. May 9, 2009
  17. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    I think it should be seen this way:

    Customer service should always be top-notch. It goes without saying that this should be regardless of any tipping method.

    However: customers always have the opportunity to tip except where prohibited - whether this be a restaurant, or in a land-based casino, etc. The point being made by the OP is not that tips should be required; instead he is saying that the opportunity to tip should be made available.

    In this sense, I fully agree with the concept. I've managed to do it in my own way on occasion - after a big win at 32Red I promised the CS a case of Singha Beer - which turned out to be quite problematic, so I asked Pat to get them a case of beer locally and I'd settle up later.

    Pat, have you done this yet? :) Been a few years now... LOL...
     
    2 people like this.
  18. May 9, 2009
  19. deltoid

    deltoid Dormant account

    Occupation:
    software
    Location:
    canada
    I agree that CS should always strive for excellent service.. but good help is hard to find. That and the volume of work that they deal with, with some players being say, less than polite (especially when the casino has made a mistake somewhere), I can imagine it being incredibly stressful. The idea isn't that you shouldn't get great customer service just because you didn't tip, but rather help stimulate good customer service by providing a means of feedback to the customer rep.

    One way I've seen something like this is in live chat, where after you finish the chat session you get to rate the service that you've received. It's a start, but money is a great motivator..

    And yeah, some cultures definitely don't tip. But again, it would just be optional to actually make good on your tips. Anyhow, it's just an idea :)
     
    1 person likes this.

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