| | |  | Last Updated: Tuesday, October 23, 2007 |  | | | Great Casino Customer Service
- Thursday, 11 May 2006
No doubt every casino employee can recite the alphabet, but the gambling industry consultant Robinson & Associates, Inc., wonders if they know the ABCs of outstanding customer service. "I mean the ABCs literally," says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, a global customer service consulting firm for the gaming industry.
"There are numerous words that start with the letter A, the letter B and the letter C that can help casino employees do a better job of taking care of the most important people who walk through their casino's door - the guests."
Giving the guest personal attention could mean just smiling and walking by because that's what the guest prefers. "It could mean using their name or remembering how they like a sandwich," Baird points out. "This tells them you care about them and want them to come back." Guest service is based on awareness. "You must be aware of your guests - their facial expressions, the way they sit and what they're doing," Baird says. "By being aware of those things, you put yourself in a position to help them." | |
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