Robinson & Associates announces four elements of highly effective casino customer service training and outlines why each is important to the future success of gaming properties.

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Boise, Idaho (PRWEB)September 25, 2012

Robinson & Associates, Inc., today released a list of four elements of highly effective casino customer service training that can help casinos compete and succeed in today’s challenging economy.

“Smart casino executives understand that they need to improve their customer service and that they need quality training to achieve that goal,” says Martin R. Baird, chief executive officer of Robinson & Associates, a guest service consulting firm to the global gaming industry. “I’ve learned a lot about improving customer service from nearly 20 years of helping the gaming industry. The following four elements of effective training will set casinos on the right path to creating a customer service culture and reaping the rewards.”

No. 1 – Change is Difficult

Human beings do not quickly accept change unless they experience a major event or have some other good reason to change, Baird says, adding that developing a service culture among employees won’t happen quickly or easily.

“Developing a guest service culture is an evolutionary process,” Baird says. “Some casinos think they can change their people by marching them through a three-hour orientation or training session. Wrong! Change takes a high level of repetition and it needs to be of interest to those on the receiving end. Casinos must identify what will motivate employees to perform the desired behaviors.”

No. 2 – It Starts With Hiring, But That Is Not Enough

All casinos work hard to hire the very best candidates to fill job openings, but that is just the beginning because the even best of the best still need improvement, Baird explains.

“Look at the amount of time and energy your casino spends hiring people,” Baird suggests. “Now look at what it would take to turn your employees into truly great guest service ambassadors. It’s much better to invest in training than it is to throw money out the window hiring people and then firing them for not providing the level of guest service that will allow you to compete.”

No. 3 – All Training Is Not Created Equal

Casino employees are inspired to provide great service when interesting and engaging training is provided by facilitators who understand the gaming industry, Baird says.

“Learning 101 dictates that people learn when they say it and do it,” Baird notes. “Unless you’re trying to teach your employees how to sleep, the training needs to have more interest. People retain new information the least when all they do is listen to a lecture. Invest in training that makes the experience exciting. Invest in training that encourages participation.”

The trainers need to know the industry, Baird says. “They should understand that most gaming employees only make money when they offer their guests a great experience,” Baird says. “I’ve heard hundreds of stories about casino employees getting tips from people who were losing money. Employees know that they will not always be compensated for their efforts. But they know they will win over time if they put in a consistent effort. Good training gives them the skills they need to make that effort.”

Audition prospective trainers to make sure the casino provides the best solution for its guest service needs, Baird adds.

No. 4 – The Fun Factor

Because they are in the entertainment business, it’s important for casinos to understand that customer service training also needs to be fun and entertaining, Baird says.

“Think for a moment about children and their ability to watch cartoons for hours,” Baird suggests. “They smile and laugh. They’re riveted to the TV. If you asked them to tell you about the cartoons, they would remember them in vivid detail. The reason these children remember is because of the fun factor. Learning IS fun and casinos that start customer service training with that premise will increase both retention and application.”

For nearly 20 years, Robinson & Associates, Inc., has been dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. A Boise, Idaho-based consulting firm to the global gaming industry, Robinson & Associates is the world leader in casino guest experience measurement and improvement. For more information, visit the company’s Web site at http://www.casinocustomerservice.com or contact Lydia Baird, director of business development, at 208-991-2037 or lbaird(at)raresults(dot)com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

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The ideas that casino employees can use to improve customer service are limited only by their enthusiasm and their imagination. Any given week or day doesnÂ?t have to be devoted to improving a particular aspect of guest service.

(PRWEB)July 27, 2005

The ideas that casino employees can use to improve customer service are limited only by their enthusiasm and their imagination. Any given week or day doesn’t have to be devoted to improving a particular aspect of guest service.

The following tips are provided by Robinson & Associates, Inc., a customer service consulting firm to the gaming industry, and its Web site http://CasinoCustomerService.com.

Service Tips:

Number 1 – Smile while you’re working and interacting with customers. People want to stay and play at a happy, fun casino.

Number 2 – Have a positive attitude. Customers know whether you have a good or bad attitude and they react to what they sense.

Number 3 – Be proactive for customers. Think for guests so they don’t have to think for themselves. The assistance you provide will be appreciated and recognized.

Number 4 – Keep the property clean and sparkling. If your customers have a good experience but the casino is dirty, it will be difficult to get them to come back.

Number 5 – Casinos that have truly great customer service make sure it starts at the very top of senior management. They make sure all employees are aware of this

high-level commitment.

Number 6 – Everyone who works at a casino is in the customer service business. Employee titles are meaningless. Each employee must view customers as an opportunity to make a lasting positive impression.

Number 7 – Good service results in longer and more frequent casino visits. The length and frequency of these visits have a positive impact on revenues and employee gratuities. Employees can earn as much as 20 percent more in tips.

Guest Service Standards For Casino

Robinson & Associates is an Annapolis, Md.-based 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 may be reached by phone at 480-991-6420 or by e-mail at mbaird@casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Martin R. Baird, the company’s chief executive officer, is author of “Gaming Guest Service from A to Z.”

Contact

Martin R. Baird

Robinson & Associates, Inc.

http://www.casinocustomerservice.com
480-991-6420

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