Casino Customer Service Training Must Be Fun, Exciting
Casino customer service training is a critical element of creating a customer service culture at gaming properties. Few people are naturals at providing outstanding service. Most need training.
Just as critical is providing training that actually works. Here’s a tip on how to offer training that will turn employees into service superstars. Make it fun and interesting. Just say no to boring training!
We do casino customer service training programs across the country and I’m always shocked at the number of people who tell me our program isn’t boring. I’m appalled to learn that casinos are doing training that’s so mind numbing. You are in the excitement and entertainment business and if your training isn’t exciting and entertaining, what message are you sending to your people?
Make training fun and interesting. The subject isn’t what makes training fun. It’s the way the material is presented and the thought that goes into developing and planning the program. If the training is well designed, it will get the participants so involved that they will actually want to learn and open their minds to new opportunities.
In this industry, casino customer service training should be glitz and glamour, fun and excitement because that’s what you sell to the public every day. Your training should mirror the experience that you want your employees to pass along to your guests. It needs to be participant centered. That means the program should be about the participants, not the trainer or the training department. It should focus on the people who are there to learn new skills. People learn by doing. Great training uses activities and exercises to keep the participants interested and active.
The program should be timed and choreographed so that there is a change or new activity every seven or eight minutes. You want the people in the training session to learn and that’s hard to do when they’re so bored they’re counting the holes in the ceiling tiles.
Develop a series of games or activities that encourages or requires the participants to say and do the new behavior. Take a current trend and blend it into the training. If “The Voice” is the current hit on TV, use that show as a theme for a portion of the session. Most people know the premise behind the show and they will be interested. Use the excitement these shows have generated as a way to add spice to your training experience. This technique keeps your training fresh and new.
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