Delivering Outstanding Customer Service
For years many Indian tribes have recognized the importance of customer service in their casino operations. Gaming is after all, an entertainment experience and, while winning money is an important part of that experience, the majority of customers walk away from a casino with less money than they had than when they entered. They are left with the memory of the experience, hopefully positive, that will prompt them to return. Great customer service adds value to that experience and acts as an inducement to return. Rude or indifferent service can easily sour these experiences and discourage patrons from returning.
To advance the concept of quality customer service, many tribes have invested in employee training programs that teach employees how to deliver outstanding customer service. These programs focus on teaching the importance of a good attitude, a smile, empathy towards player concerns and taking ownership in order to solve a customer’s problem. While smiling and caring employees are an important factor in the delivery of outstanding customer service, it is just one component of the service delivery process.
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