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What is important to you in customer service?

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Atlantic City, New...
posts: 176
What is important to you in customer service?

Customer service is very important to us. It’s something that is always being talked about; though, we understand you can’t just talk the talk, you have to walk the walk. In my job, I usually hear about the best of the best or the worst of the worst and don’t hear about too much in-between. I am interested in hearing your opinions on your customer service experiences in Atlantic City, what you like versus what you don’t like. Since you guys are really the experts, I figured I could use your comments in our next meeting about our customer service efforts. We would be using your sentiments and trying to improve on different areas. (This doesn’t have to be property or location specific at all, and I would hate for this to end up just bashing certain properties or outlets.) For example, comments like “I like when a player’s lounge staff remembers my name” or “I get annoyed when employees blame something on policy” or “there aren’t enough smiles” can be helpful.

What do you think? I will appreciate any and all comments and am excited (and maybe a little nervous) so see what you all have to say.

Thanks!!!

upstae ny
posts: 196
reviews: 49
61. Re: What is important to you in customer service?

Sorry wouldn,t let me edit. The correct statement should be that the Casino provides some sort of "do not disturb" sign at each machine so the associate knows what kind of gambler they are dealing with. The guest should only be expected to bring their money. :)

Marlton, New Jersey
posts: 250
62. Re: What is important to you in customer service?

jabba...

I do agree. Sounds good. As my husband says...whatever makes Mrs. Aces happy. If I had that sign then the staff would know not to deal with this bad-a__, hardcore gambler...with a heart of gold off the casino floor.

I still do not know what hrd means, but I will imagine that it means that you have great respect for me.

Be well,

Mrs. Aces

upstae ny
posts: 196
reviews: 49
63. Re: What is important to you in customer service?

Mrs. Aces,

That's exactly what it means. As well as peace and good will, but mostly its just slang for I hear what you are saying and I understand what you are meaning. ;-)

Jabba.

Dictated But Not Read

upstae ny
posts: 196
reviews: 49
64. Re: What is important to you in customer service?

I'm surprised it hasn't been mentioned yet, but I had heard it may be a problem getting some food to go. Some say you need to touch food for it to be able to be taken out. Maybe there is some sort of tax responsible for this? I can start a thread to further explore but if a guest wants cake to go, you get the cake to go. That's service 101...

new york
posts: 606
reviews: 26
65. Re: What is important to you in customer service?

I do generally find the Borgata has the best customer service in ATlantic City but a few areas need improvement. On a recent visit when a slot machine malfunctioned it took over 30 minutes to get a slot attendant whoI only finally got when I asked a passing security guard to find one.On another visit the sink in my room barely drained at all. If the housekeeper actually cleaned the sink she could not have failed to notice this and should have reported it.

Las Vegas, Nevada
Destination Expert
for Atlantic City
posts: 4,454
reviews: 244
66. Re: What is important to you in customer service?

Not Having enough staff/employees to service the customers, This problem could be in any department of the casino/hotel from Valet, front desk help to restaurant staff & security! Also a poor attitude by employees ranks up there too!

Atlantic City, New...
posts: 1,149
reviews: 12
67. Re: What is important to you in customer service?

It is ok for an employee to talk to me when I am playing EXCEPT during a bonus!. I cannot stand it when I am watching a bonus which are sometimes very few and far inbetween and all of a sudden, an employee or another guest want to socialize. Just as I was watching a bonus the other day, a woman sits down 3 seats over and immediately asks me to watch her machine. I told her I was watching a bonus and couldn't watch her seat at the same time. She left her card in and never came back!!! So when I was ready to leave the area I found an employee and gave her a description of the woman. Think the woman got lost and couldn't find the machine again. Needless to say, it was an unwanted distraction and I didn't enjoy my bonus at all.

Let me watch my bonuses in peace!

ETA: I saw 16 smokers smoking in non smoking areas at The Borgata during that visit. Yup, I counted.

Edited: 6:40 pm, March 02, 2013
NJ
posts: 3,614
reviews: 1
68. Re: What is important to you in customer service?

It is interesting that the Club which many think offers the best service in town (BG) is the one asking the original question here.

I do believe that the other 11 casinos could make use of this info (if they want to)..... this thread should be sent, fwd, cc'd etc to every exec and employee in town.

United Kingdom
Destination Expert
for Sidari
posts: 2,609
reviews: 14
69. Re: What is important to you in customer service?

A very intersting thread...customer service is free and doesn't cost you anything either....To employees I would say:

1) Smile....if a customer doesn't smile, give them yours!!

2) Eye contact...very important, shows that you are interested in the customer.

3) Use the customer's name, wherever possible. This makes them feel like an individual, not just a number.

4) Undivided attention - especially if a customer has a problem which needs to be resolved.

5) Rapport - develop a rapport with a customer, it makes good sense for repeat business

6) Listen - so that you get the full facts of what the cutomer wants

7) Show loyalty and respect for the company you work for - saying that it is not your problem or having excuses, or that you are short staffed, does not help the customer.

8) Take ownership of a customer problem - even if you can't solve it, find someone who can! and then get back to the customer

8) Look the part - if you look good, you'll feel good and will give better customer service.

Pittsburgh, PA
posts: 272
reviews: 1
70. Re: What is important to you in customer service?

Customer service is not free. Rapport and Listen take time, and time is money. Many customers today think if any small thing goes wrong, then good customer service REQUIRES compensation. I am not saying businesses should not invest in good customer service, but don't think its free.

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