this is serious stuff because its starting to be more than just the rare find. Meaning I know its starting to cost me some very serious change all because some dumbass $10 an hour pissed-off cause his dick ain’t as big as his brother’s: barely dodged minimum wage … flunkie… (whew!) … is not doing the simple to perform job they’ve been paid to do;
which is to keep our players happy.
I mean, if support wants to play ego games, let them do it on somebody else’s dime, not mine.
there should be a form at the end that pops up asking about each person’s experience with support agent to ensure they are being nice. This should be made known to support agents ahead of time. we’re not trying to catch them, we just want them to conform.
the blame falls to management more than support however because you don’t blame the monkey for shooting somebody with a loaded gun. You blame the person that made that gun available to fall into the monkey’s hands.
Anybody with any experience and good biz sense would tell you that there are certain areas that must be continually checked for competency and one very big area is any place where people are paid a small amount to do a job that can make or break your biz. They are going to be much less likely to give a damn whether your biz is good or not. In fact, I’d guess many times they don’t mind a bit if they just cost their low-wage paying employer a 20k a month player.
Here’s the thing, while I understand fraud is rampant etc, and that support has every reason for being short on patience and long on tangible response (such as hanging up): there needs to be some changes to take place.
Support needs to take a page from Las Vegas. (sigh), I’ve said this before too many times; but I’ll say it again because its THAT important. What made it possible for an entire city to spring up in the middle of a damn desert and actually have people paying to get there to spend their leisure time was and remains one thing; customer service.
That’s why the big whales like Larry Flynt go to Vegas to play; not for the desert air; not for the 100+ degree days or freezing nights; and certainly not for any logical reason I could ever think … except one; that is; people get treated well. They’re not stupid, they know they are going to likely lose a lot of money; but they don’t mind. They rationalize that its okay because I’m on vacation and I’m being treated like a king.
They would never be as likely to get in the car, on a plane, and travel to the middle of a desert so they could lose their money at the rate casino games take it; which is fast; and on top of that; be treated like they were thieves or conmen.
But that is exactly the feel I usually get whenever I have to contact support at nearly all online casinos. I feel like they’re sitting there with their eyes squinted and accusation is in the tone of every word spoken to me.
Even when I get a support agent that is nice friendly, I know they are ready to jump to assumptions with the slightest provocation. Or I feel that way anyway, and its because I’ve been trained to feel that way over the years.
You want to stand out from the crowd? be one better than the next casino which is offering the same software ie the same games? Here’s the answer.
Don’t just send out a “memo”, nor an email. Have a real human make eye contact with all the support agents and go over this and then remind them again in 3 months.
That they’re job is to … KISS THE CUSTOMER’S ASS!
So here’s the short list.
1. need to have the talk with the support agents :
That they’re job is to … KISS THE CUSTOMER’S ASS!
2. get it set up so that when support looks up a players account; that if its a big player, or a proven loyal small timer: that they (support agents) are immediately made aware that this is a VIP and therefore EXTRA! ASS KISSING is in order!
3. have the below mentioned reply made available to support so they can cut and paste it if necessary. Perhaps if its in a form response, it will be easier for support to be
“nice about it”
What is your casino’s policy towards players contacting CS?
do you have any sort of plan or strategy the agent is suppose to follow in respect to the agent finding out how big the player is: before they start throwing out replies which they know are not going to please the player?
I will go on record right now to state that if its a big player, and push comes to shove, take the damn money out of my earnings rather than piss-off the player: if that is what its going to take.
But under no circumstances allow a player worth $1000s to be turned-off because he’d said the game he was playing froze up and now the casino owes him $75, before you say no way, I say: take it out of my share; I can’t afford to lose a player like that over a stinking $75.
I hope this hasn’t fallen on deaf ears. It seems like I make this post about once a year, and I don’t keep doing it because I forgot that I’d already published the first time; but rather because it seems the casinos forget and need reminding.