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Casino Training and PRE Learning Create Educational and Fun NIGA Session

Casino Training Goes Hand in Hand With PRE Learning At NIGA Presentation

Our session yesterday at the NIGA Trade Show was really great.  But don’t take my word for it.  Here are a few participant comments.

“Best session of the entire conference.”

“LOVED IT!  Great information.  Very engaging.”

“Thank you for a wonderful learning session!”

If you missed it … Here is a link to the presentation.  It’s not the same as live but the next best thing.  SEE IT HERE.

Our presentation showed how the learning process involved in casino customer service training can be rearranged to save time, save money and improve retention.  We showed how this works with a demonstration of our Orientation 2.0.  That’s right, this process — which we call PRE Learning — can even be used for employee orientation.  It can be used in many areas of casino operations when training and learning are needed.

Think for a moment what it was like when you were in school.  You came to class and teachers lectured.  They spent the entire time telling you everything they thought you needed to know about the subject.  At the end of these long, tedious and often boring lectures, teachers assigned tasks and homework to be completed before the next class.

That is the same model that most training blindly follows today.  Facilitators start with a long lecture and then ask people to break into groups and do projects or activities.

Researchers at M.I.T. and Harvard University are finding that the order of lecture, homework, activity and repeat is not a good way to facilitate learning.  They are discovering that there is a better way — actually, a better order for learning.  That is PRE Learning.

A Lagniappe!

I offered this to the session participants as an homage to my friends in L.A.

A FREE copy of our book “Gaming Guest Service from A to Z.”

Click here to get your copy.

Enjoy!

Casino Customer Service Training

Second Edition of Casino Customer Service Book Provides Updated Information

 

 

 

 

 

 

 

 

Marty

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

 

Casino Marketing, Casino Mystery Shopping, Casino Training — Take the ‘World Hello Day’ Challenge

 

Casino Mystery Shoppers report low scores…
See More Here

Ready for the challenge?

Hello…

Casino Marketing… Mystery Shoppers Report…

Saying “Hello” is a challenge!



Casino Marketing

For more than 20 years, we have been helping casino marketing departments measure service using mystery shoppers or our real-time guest feedback platform Simply Share+. One of the shocking things we have learned is that getting team members to say “hello” to guests is harder than you think.

For some reason, it’s difficult for people to take a “risk” and say hello to other humans.

Learn more here!

Casino Mystery Shopping

We are knee deep in Q4 Mystery Shops and there is a common theme … shops need to be more detailed and more specific. Casinos are using mystery shop data in a variety of ways, ranging from positive recognition to accountability.

 

A critical point to look at is whether your service standards are specific and easily demonstrable. The reason this is so important is because being specific and demonstrable makes it easy for mystery shoppers to say yes or no to a behavior. Terms like “energetic smile” are impossible to measure because they’re so subjective.

 

For accuracy, you want the service standards to be clear cut for both the casino mystery shoppers and the team members. The more clarity the better!

Stop Stupid Mystery Shops! Read About It Here!

Casino Training

You Train Dogs.png

 

People use the word “training,” but what they really mean is developing people. I get emails all the time asking if we do “Casino Training” or “Casino Customer Service Training” and I know what they’re asking. But in reality, they don’t want us to train their people. They are looking for ways to develop them and improve their guest service skills.  (Yes, there is a difference between a customer and a guest. Customers are transactional and a guest is someone you invite to your home or, in this case, to casino your casino.)

 

Going forward, casinos must invest time and money in developing the people who work at the property so they see service not as part of their job but as their primary focus. The casinos that do the hard work now to develop a culture of service excellence will be rewarded with success in the future.

 

Casino Guest Service Training — Size and Length Do Matter. Read More Here.

 

Final Note

As we near Thanksgiving, take a moment this week to thank guests and team members for all that they do each day for your casino. Things are not so easy for them these days, so a “thank you” could be just what they need.

 

As far as team members are concerned, your gesture doesn’t need to be an all-employee event. You could do something as simple as having each executive walk the floor for 60 minutes each day until Thanksgiving and show their appreciation.

 

Marty

 

P.S.  Thank you for your time today!

P.P.S. Take the challenge! Don’t be shy.. say HI

Marty Baird

CEO


CasinoCustomerService.com

Robinson & Associates, Inc.

602-639-4858

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Casino Train the Trainer Program Reveals 3 Secrets to Casino Training

The casino Train the Trainer program we offer has three secrets that shed light on effective casino training.

Train the Trainer is about more than just training.  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.

Here are the three Train the Trainer secrets.

Understand the Industry.  People delivering Train the Trainer must understand the casino industry.  I’m always shocked when a casino thinks that a generic Train the Trainer session will work for a casino.  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.  Train the Trainer is a misnomer.  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.  It takes time and it takes a high level of repetition to develop casino employees.  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.  So every casino will need casino customer service training.  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.

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

Casino Training Ideas, Mistakes and Failures Are Explored in Our Newsletter This Week

Don’t miss out!  Subscribe to our newsletter for interesting casino news articles and the latest information concerning online gaming, casino customer service training, mystery shopping, casino reputation and reviews, service gap analysis and more.  To subscribe, click here.

 

Your budget for 2014 is done … did you invest the right amount in service?  Read more here.

Casino Customer Service
Solutions, Tactics and More

Nov. 12, 2013

A Heartfelt Thanks to Our Veterans
Thank you to all our veterans and their families for the sacrifices they have made and continue to make so we can enjoy the freedom we have every day.
Are Training Mistakes Costing Your Casino?

They Better Not Be “Poofs”!
Casinos have been known to magically promote people without the proper training and development.  Never do that to facilitators.  This article tells you more.

Did You Budget for Failure in 2014?
You have a training budget, but did you plan for your training to fail?  This press release explains.

Another 7 Casinos, Please
The voters in New York state have spoken and they have ordered seven new casinos.  Learn from other states and start improving NOW.  Read more inthis news story.

The Next Super Storm to Hit Jersey Is Named ‘New York Casinos’!
Will New York casinos crush Atlantic City?  Click here.

Internet Gambling Makes Service Critical
Delaware’s so-called “soft launch” of online gaming should be a warning sign for all brick-and-mortar casinos.  They better have their service improvement program up and running if they hope to survive.  Read more.

Are Casinos Better Off Shore?
It’s all really in the cloud, but it sounds nice to say I’m playing in the U.S. Virgin Islands.  This article explains.

The Golden Goose Is On Life Support!
For years, people have neglected to plan for the worst-case scenario in gaming.  Well, it’s here and states are left with huge tax losses.  Read more about casino property taxes here and here.

“Casino Customer Service Solutions, Tactics and More” is a compilation of industry-related casino customer service information and other gaming-related management topics offered by Robinson & Associates, Inc.  Just glance over the topics and click on the items of interest to you.

We hope you find information that is not only interesting, but thought provoking and valuable to your endeavor to compete in today’s gaming market.

Marty Baird
CEO
CasinoCustomerService.com
Robinson & Associates, Inc.
602-639-4858

P.S.  Do you have a service delivery gap?  Put our tested system to work for your casino!

Secret Reveals Why Service Sells:  AdvocateDevelopmentSystem

Wish Your Customers Told You and Not YELP?  CLICK HEREand Learn More!

Our Services

Click Here

20 Years of Helping Casinos Measure, Manage and Improve Their Service.  Call Now to Put Their Systems to Work for You  208.991.2037

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Casino Training, Competition and Service — It’s All Here in Our Newsletter

Don’t miss out!  Subscribe to our newsletter for interesting casino news articles and the latest information concerning online gaming, casino customer service training, mystery shopping, casino reputation and reviews, service gap analysis and more.  To subscribe, click here.

There’s more to casino training than simply providing it to associates.  It must be the right fit for your property and employees.

Casino Customer Service
Solutions, Tactics and More

Oct. 29, 2013

Casino Training Is An Investment in Your Associates & Property
That Can Yield Big Dividends

Casino Training:  Get It Right for the Best Results
There’s casino training and then there’s the RIGHT casino training.  Among other things, effective training is dynamic and engaging.  Read more.

Second Edition of Our Book Still Available At No Cost — “Gaming Guest Service from A to Z”
Are you looking for a tool to help your associates provide better guest service?  We just released the second edition of our casino customer service book “Gaming Guest Service from A to Z” and its FREE to download now.  Click here.

But Wait!  There’s More!
Click on the illustration below to bring up an interactive version of the image chock full of tips and thoughts about outstanding casino training.

Now Mississippi Has Come Up Against Competition
Mississippi casinos struggle with fewer players and lower revenue as they fight rivals and the economy.  Read this article.

The Case for Competition from Online Gaming Just Gets Stronger.  Are You Ready?
Legislation proposed earlier this year that could see action after November could pave the way for Internet gaming to spread from New Jersey across state lines, opening up the possibility of the state hosting a central hub for multistate online gaming.  Read more.

“Casino Customer Service Solutions, Tactics and More” is a compilation of industry-related casino customer service information and other gaming-related management topics offered by Robinson & Associates, Inc.  Just glance over the topics and click on the items of interest to you.

We hope you find information that is not only interesting, but thought provoking and valuable to your endeavor to compete in today’s gaming market.

Marty Baird
CEO
CasinoCustomerService.com
Robinson & Associates, Inc.
602-639-4858

P.S.  Do you have a service delivery gap?  Put our tested system to work for your casino!

Secret Reveals Why Service Sells:  AdvocateDevelopmentSystem

Casino Train the Trainer Is An Intense, Life-Changing, 5-Day Customer Service Training Program That Is Much, Much More.  LEARN MORE HERE.

Our Services

Click Here

20 Years of Helping Casinos Measure, Manage and Improve Their Service.  Call Now to Put Their Systems to Work for You  208.991.2037

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Casino Consultant Praises Consistency in Guest Service

As a casino consultant, I talk a lot about consistency and how important it is to creating a brandable guest service experience. Recently, I had an experience at a restaurant that was a great illustration of the importance of consistency.

Consistency is key to success, says casino consultant

Casino Consultant Lauds Importance of Consistency

A fabulous Italian restaurant opened in my hometown about two years ago. I’ve thought for several years that the culinary scene in my old stomping grounds needed some tastier Italian fare. So, ever since my sister introduced me to this delicious find I’ve looked forward to the handmade pasta dishes and warm atmosphere during my visits home. I recently moved back, so naturally I was excited to pay a visit to my new hometown favorite Italian joint. A friend’s birthday was the perfect opportunity for a ladies night so a large group of us headed over to what turned out to be the favorite Italian restaurant not only for me, but for several of the other ladies in our party. I was disappointed that what was a much anticipated meal and a fun celebration fell far short of all of our expectations for one reason: uncharacteristically terrible customer service.

The meal started off perfectly with our waiter telling us we were his only table for the rest of the evening. He set the expectation, and we were excited. Then he proceeded to fail at meeting that expectation in nearly every way. Beverages took several minutes to arrive, meals came out one at a time, and several of us had completely finished our meals when other meals were just arriving. Bottles of wine were left empty with no offer of more, and our bill took nearly an hour to arrive. Conversation at the table led to statements like, “they used to be so awesome,” “I don’t know that I’ll come back,” “what happened to this place?” and the like.

This was a huge reminder of something we share with every casino client we work with, and that is the importance, the absolute necessity, for consistency. Have you set an expectation for service excellence that your guests can rely on? Are you meeting it every time? Consistently delivering your guests unparalleled service will pay off… literally.

Amanda Kreamer

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com
208-991-2037