Yes I Can Attitude Fosters Great Casino Customer Service



A "yes I can" attitude is essential at casinos that want to provide stellar customer service .

"It doesn't matter if what the guest wants is technically outside an employee's area of responsibility," says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a global customer service consulting firm for the gaming industry. "That employee should come through for the guest."

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 Y.

Yes I Can. No matter what a guest wants, no matter when they want it and no matter which department is responsible, you need to have a "yes I can" attitude. Sure, the request may be outside your area of expertise and it may have nothing to do with your department, but you need to come through for your guest with a cheerful, "Yes, I can do that." If you believe you can do anything for that guest, it will happen. And your guest will remember and appreciate your effort. So remember: yes I can.

Yowza! If your guests had such a wonderful time at your property that they had to make up a word to describe their feelings, yowza would be ideal. "This was amazing. I can't believe it. Yowza!" If you hear a guest say that, you've done your job and you might feel like yelling yowza, too.

Robinson & Associates, Inc., is a global 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 worldwide 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





Yes I Can Attitude Fosters Great Casino Customer Service