Originally posted by bb1webs
since the majority of your players come from the US, how many of you have agents that can actually speak the language fluently without a heavy accent?said with no offense intended; I can hardly undertand most the aff managers I have ever talked with on the phone. Most the time I just say yes and uh-huh because quite frankly I get tired of saying “pardon me, could you say that again?”
Now imagine you’re a big player who has a 5 digit account with a casino and you have a problem and so you call and you get a support agent that you can understand about as well as you can understand someone you’ve talked with on a semi-regular basis that has an extremely thick accent.
How much money did you save by hiring that thick accent now?
Steve, that is exactly right. I avoided saying it, because I didn’t know how it would be received.
Not being racist or anything else, it’s just another no-brainer. The majority of the players I believe are American. Because of this, not only must the support staff be fluent – but it would be more of an advantage if they had little or no accent.
The reason is simple: People are going to trust people more if they are like themselves. People, and particularly Americans after 911, may be distrustful of anyone with a thick foreign accent.
Gambling is all about money. Trust is without a doubt THE most important ingredient for any casino to have.