Rapid Customer Feedback
Few in the gaming industry would discount the importance of customer service. Indian casinos have long been at the forefront in designing and implementing customer service initiatives. Greeters and ambassadors, whose sole job is to make customers feel welcome, can be found at many properties. Many Indian casinos have instituted customer training programs and others have made a commitment to total quality management in an effort to create and maintain a great service culture.
Notwithstanding these efforts, casinos, like all businesses, are susceptible to the occasional service breakdown. A jammed printer coupled with a slow response time, a poor dining experience, a long wait at the valet can easily impact a customer’s perception of the gaming experience into one that is decidedly negative and negative service experiences can quickly become a reason for a customer to go elsewhere.View Full Article