Doesn't this really come down to CS training, motivation and supervision?
It has been noted many times before that CSR's are too frequently undertrained, undersupervised and underinformed, and that's a direct fault of line management that ultimately reflects badly on the owner and the brand.
I personally believe the industry is getting better at customer support, but there are still operators who do not seem to understand the absolutely critical importance of the customer-casino interface.
That is manifested in inadequate investment in training, CSR selection, equipment and attention to CSR activities.We all know that individual members of the public can at times be difficult and even devious (I am not suggesting that that is the case here) but as a representative of the business that employs them the CSR and supervisors have to keep their cool and remain helpful and polite.
That professional discipline must be held until the issue reaches such a point that only management can be left to sort it out....and if that stage is reached it needs immediate attention by preferably senior management who know what they're doing.
Even when baited and provoked, CSR's have a duty to their employer to stay polite and disciplined - it's the customer that ultimately provides the means for the company to succeed, and it is important that that message is reinforced with CSRs frequently.
However, given the fact that this happened and their promo is less than trustworthy to say the least, I have decided to remain a non-player there and will continue that status.
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