Casino Train the Trainer Program Reveals 3 Secrets to Casino Training, Robinson & Associates, Inc., Announced
The casino Train the Trainer program offered by Robinson & Associates, Inc., has three secrets that shed light on effective casino training, the company announced today.
“Train the Trainer is about more than just training,” said Martin R. Baird, chief executive officer of Robinson & Associates, a casino consulting firm to the global gaming industry. “When we work with a casino and do our Train the Trainer program, it’s about developing people and creating service ambassadors. Because of fierce competition in the gaming industry, it’s no longer about ‘training programs.’ It’s about creating a culture of service excellence.
“When we meet with casinos about our Train the Trainer program, they often think that they only need one or two ‘trainers.’ What they often fail to see is that you want to develop a core of people who not only understand how to facilitate learning, but they also see why casino customer service is so important.”
Baird announced the following three Train the Trainer secrets.
Understand the Industry. People delivering Train the Trainer must understand the casino industry, Baird said.
“I’m always shocked when a casino thinks that a generic Train the Trainer session will work for a casino,” Baird noted. “This is just a waste of money, energy and time. Casino training is specialized and unique. Not many people understand that dealing with customers losing money and possibly drinking at a casino is much different from businesses that say, ‘would you like fries with your burger?’ Casinos have a culture all their own and if the people facilitating the training session don’t understand that, it will have a negative impact.”
Socratic Method is Misunderstood. Very few organizations understand the Socratic method and how it revolutionizes the learning process, Baird said. “Train the Trainer is a misnomer,” Baird explained. “You train dogs. We want to develop people. This means we help them learn and develop new skills. Socrates understood this but most trainers don’t.”
It Takes An Investment in Time to Develop People. Helping people develop the skills to be a facilitator is not microwave fast, Baird said.
“It takes time and it takes a high level of repetition to develop casino employees,” Baird explained. “This means that the participants in the casino Train the Trainer session need to be pushed to do presentations a number of times each day. The participants need to know what it feels like to fail while they are in room with loving and supportive co-workers. When you have 30 people all from different industries in a three-day session, they just don’t get the opportunity to learn what they need.”
In an environment of increased casino competition, casinos need to develop a culture of customer service excellence if they want to stand out, Baird said. “So every casino will need casino customer service training,” Baird added. “They may decide to have a company come in and do it or they could do a series of casino Train the Trainer sessions themselves so they have the internal bench strength to drive the initiative.”
Martin R. Baird is a casino consultant and chief executive officer of Robinson & Associates, Inc. For 20 years, Robinson & Associates has been dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. A Boise, Idaho-based casino consulting firm to the global gaming industry, Robinson & Associates is the world leader in casino guest experience measurement, management and improvement. Recently, it announced Simply Share, a real-time customer feedback platform that makes it fast and easy for casino customers to share their experience directly with casinos instead of posting comments online at social media sites.
For more information, visit the company’s Web site at http://casinocustomerservice.com/train_the_trainer.htm or contact Lydia Baird, director of business development, at 208-991-2037 or email@example.com. Read about a variety of topics at Martin Baird’s blog at http://casinocustomerservice.com/casino_news.htm/, including casino-related articles, casino customer service training, mystery shopping, casino reputation measurement, casino training, service gap analysis and more. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
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