Casino Customer Service Tip Teamwork Is A Must for Success



April 14, 2005 -- One outstanding casino employee cannot carry the burden of providing great customer service on his or her shoulders alone. It takes teamwork.

"Outstanding customer service comes from a team effort," says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a customer service consulting firm for the gaming industry. "Everybody has to chip in to make it happen."

Baird's new book, "Gaming Guest Service from A to Z" uses the alphabet to explore important words to help gaming executives, managers and employees understand how critically important outstanding customer service is and how to provide it. The book has all the letters of the alphabet and each letter has a series of words that give insight on how to provide great customer service .

The following are helpful tips excerpted from the book's section on the letter T.

Teamwork. Properties that provide amazing customer service don't have one phenomenal person who makes up for everyone else's lackluster performance. They have an entire team of exceptional people. They rely on teamwork. Forget about superstars. When everybody works together, your property's customer service will shine.

Trust. Wonderful customer service starts with trust. A foundation of trust exists between you and your customers when you always do your very best to help them have a great time. Be a person of your word and always do what you say you will do. Then trust will grow.

Terrific. It makes you feel terrific to know that you have helped someone have a better day. It also makes them feel terrific and that in itself is pretty terrific.

Timely. Service needs to be provided in a timely manner. Customers only have a certain amount of time to play and you want to be sure every minute of it is spent at your property. The faster they're served, the more quickly they get what they want, the more likely they are to stay. So whether you're bringing someone a drink while they're on the floor, filling their machine or making a delivery to their hotel room, it's very important that you be timely.

Training. Outstanding customer service always starts with training. Few people are naturals at providing good service. Most people must learn how to do it. Good service is a skill you acquire through training and then applying those lessons in the daily work environment. The training itself should be lively and exciting. Avoid dull, lecture-based training at all cost! We use a technique called accelerated learning that makes learning fun because the participants are actively involved and using all their senses.

Robinson & Associates, Inc., is a customer service consulting firm that provides specialty customer service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The company's Web site, http://www.casinocustomerservice.com is devoted to helping casinos improve their customer service so they can compete and increase revenues. The company may be reached by phone at 480-991-6420 or by e-mail at e-mail protected from spam bots. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Contact:
Martin R. Baird
Robinson & Associates, Inc.
http://www.casinocustomerservice.com
480-991-6420





Casino Customer Service Tip Teamwork Is A Must for Success