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Unprofessional CSR?

Discussion in 'Online Casinos' started by Balthazar, Nov 19, 2012.

    Nov 19, 2012
  1. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    Don't want to bitch too much about it but do you find it acceptable when the CSR uses chatroom language to address your issues? Had to chat with an accredited casino CSR earlier today and the person was calling me "dude", "mate", was using "lol" at the end of every sentence and was even making "unusual" smileys like you'd expect to see on a 15 year old's Facebook account.

    Now it was an issue related to credit cards, the person obviously had access to all my infos and I sure didn't feel comfortable at all to discuss with what appeared to be a teenager.

    Maybe I'm just getting old and shouldn't care about this stuff, I don't know, but because of this I'm not sure if I want to play there anymore.
     
  2. Nov 19, 2012
  3. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    I've gotten that too - I remember one casino I played, everyone in chat called me 'hunny' or 'dear' or something like that too. I think in most cases they're trying to make it more friendly, but IMO they can't just talk like that to just everyone. I mean if I go on chat and I LOL once in awhile, then it's ok if they do too. But if I'm pissed off or trying to get a serious response and they're doing it, then it's different.

    If it's an accredited casino, maybe shoot a mail to the rep and tell them you thought chat was a bit overfamiliar or unprofessional and see what they say. Maybe they'll check the chat logs and agree with you.
     
  4. Nov 19, 2012
  5. maphesto

    maphesto Ueber Meister CAG MM webmeister

    Location:
    Sweden
    1 person likes this.
  6. Nov 19, 2012
  7. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    I don't want to bring it to the next level because I don't believe that the CSR did anything wrong. I think it says more about the casino that hired him than the CSR himself. Kid was friendly and was obviously not told to not talk like that to customers, so to me the problem isn't the kid but the casino.

    I understand that they hire new staff all the time, but if the first rule when they hire CSR's isn't "be professional" then they don't want my business.
     
  8. Nov 19, 2012
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I get the same sometimes with PAB issues. It's "chum" and "my friend" and "matey" when someone wants you to think they are your pal and that whatever it is you are asking of them isn't really that big a deal and maybe everyone should just chuck it all in and go for beers, virtually speaking of course. In other words it's the Facebook friends version of "baffle them with bullshit". It's bumfluff and they can keep it. :D
     
    3 people like this.
  10. Nov 19, 2012
  11. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    I received a spam mail this morning from some affiliate manager for casinorealis. It began:

    Hi Dear

    I'm Daniel, An affiliate account manager at Casino Realis...


    Besides the spammy content and the suspension of punctuation/grammar rules, calling me "dear" was a fast track into the trash bin.

    Unless you have met me face to face, keep the chummy stuff to yourself.
     
    2 people like this.
  12. Nov 19, 2012
  13. P.V.

    P.V. Senior Member webmeister

    Occupation:
    Make money!
    Location:
    Turn around...
    And of course we must factor who was the OP speaking too? The casino, the software provider or another 3rd. party?
     
  14. Nov 19, 2012
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Maybe they ARE teenagers, ones who didn't pass the McDonalds entry assessment. Modern teenagers are probably highly skilled and confident operating "chat" services, having done it for as long as they first knew they could lie about their age on Facebook and not get caught. The problem is that this is a decade of calling their friends all sorts of chummy names, inventing a new language with it's own grammar, and trying to find the most obscure "smilies" they can.

    If they go straight on to the "chat" desk, it will come naturally to carry on looking like a teenager addressing their mates, rather than the front line representative of a business handling thousands of Pounds/Dollars/Euros of customers' money.

    Rather than finding out when players complain, new CS agents should have their work closely monitored to ensure they have grasped what is expected of them in terms of the manner in which they address customers.


    It can have the opposite effect to that intended, as a chat session like that can trigger a wise players "spot the rogue" senses, even if nothing actually goes wrong.
     
    1 person likes this.
  16. Nov 19, 2012
  17. Balthazar

    Balthazar The Governor

    Occupation:
    Leader
    Location:
    Woodbury
    It was the Live Chat Button that you see on every website. I always assume that these people are CSR's hired by the casino.
     
  18. Nov 23, 2012
  19. Brooklyn

    Brooklyn Dormant account

    Occupation:
    Mommy, Make-up Artist, Writer.
    Location:
    On the Hot Mess Express
    I am all for friendly support and I didn't have any issues with RedFlush yesterday chat wise. I actually think it was pretty awesome of them to be so helpful, but I also understand that not all people like to be adressed as hunny, dear etc.

    Maybe next time tell him or her that it is making you uncomfortable. I guess you really shouldn't have to, they are professional or should be anyway but if you found yourself in that situation they won't be able to fix it unless you mention it to them.

    That's just how some people talk to others, myself included.
     
  20. Nov 23, 2012
  21. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs
    I don't mind certain banter or terms of endearment when its all friendly-for example,I once had a CSR from 32Red take the mickey as I'm a Preston North End fan-he was an Evertonian whose team nicked our manager a number of years ago.It was all good natured and made me chuckle.

    It only gets annoying when it sounds like you have Dappy on the other end using the terms "innit" or "standard blud".
     
    1 person likes this.
  22. Nov 23, 2012
  23. Redbet-Andy

    Redbet-Andy Dormant account - New account: AndyB-MrGreen

    Occupation:
    Casino and marketing
    Location:
    Malta
    We didn't nick your manager. We saved him. We gave you David Unsworth.
    I wasn't the CSR in question by the way. I am guilty of referring to almost everyone as "mate" though..



     
    1 person likes this.
  24. Nov 23, 2012
  25. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs
    Not really a fair swap in my (and many other PNE fans) eyes!

    In all honesty I have a soft spot for Everton as I like to see Moyes do well,just wish we'd have kept him as we'd probably be in the premiership by now.
     
    1 person likes this.

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