the player has always been tentative about playing there, but has chosen to play on my word, and that of the pokerroom’s skin
oh man, if that ain’t enough to make you feel like an ass. stick your neck out to make a sale and then what happens? ouch.
the importance of quality customer service cannot be over emphasized.
for the accent thing, i think it’s a more a matter of clear communication than cultural bias. problem resolution is difficult enough without clear comminucation, and if there’s a constant string of “excuse me could you repeat that?” it doesn’t help. well, it probably just helps tempers rise.