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Ok the mystery widens. It’s now evident that a poster at Casinomeister made an original post which “inspired” another website to rework the post into an article which then somehow made its way into Infopowa’s hands who subsequently sent it out over the weekend to us and others.
Whew!We published it without knowing any of this had taken place.
We are trying to find out now how Infopowa got it but for the time being we decided to credit the original post, BB28 at Casinomeister. Here is the original post that appeared there at:
http://www.casinomeister.com/forums/online-casinos/24387-attn-customer-service-managers.html
Quote:Have you ever asked yourself this question. What do my customers expect from me?Here is a short list I’ve compiled and I’m sure there will be many other points contributed that I’ve left out.
Make your terms and conditions very clear and very visible and not contradictory. Check or have someone check your website for outdated promo’s, terms, conflicting information and dead links. There just isn’t any excuse for errors in this very important area.
If I contact support please try to keep the wait time as short as possible. 5 minutes is acceptable, over 10 is not. If you need more staff……hire some.
If there is some big issue happening where many players are on the line or waiting on chat that keeps the wait longer than normal, please do come on the line and give us a short explanation. We are pretty understanding if you just explain. Oh and if it’s taking a while to find or get what the customer is requesting, do come back on and say I’ll be with you in a moment. Don’t leave me hanging out there for more than 5 minutes wondering if I’ve been disconnected or ignored.If I ask you a question and you don’t know the answer…..don’t pull something out of your arse. It’s perfectly acceptable to say I’m sorry but I will find out and get back to you by tomorrow.
If you tell me that you will get back to me……for petes sake just do it, within 24 hours. If you still don’t know the answer, that’s OK, just say so and you can contact me again…..within 24 hours.
If I email you with a problem or a question, please take the time to actually read the email and don’t respond with some pointless canned reply, that one really pisses me off. Again…..the 24 hour rule applies and if you don’t know the answer, it’s acceptable to say I will get back to you. What……..you didn’t even bother to reply at all?? Unforgivable!
Managers…….give your customer service people the information and the tools they need to do their job. Also give them some leeway about bonuses/freebies. Nothing frustrates a player more than (example) – “I just deposited $50.00 and it lasted 10 minutes, I didn’t even get one bonus round. I was wondering since I’m a good customer who deposits XXX every month if you could throw me a little bone. I have 960 bonus points, if you would up it to 1000 so I can get my 10 spot, it would be much appreciated.” WHAT……you can’t do that? ” Player immediately uninstalls your casino, you just said goodbye to your good customer who seldom bothers you. And…….yes you have records of who asks for the freebie every other day and no you don’t have to give it to them. Head it off before it gets to the point of being aggravating, send them a email stating that they no longer will be receiving them because they are abusing your good will.
Use a spell check, always.
Don’t be rude or condescending and no we don’t expect you take abuse from your customers. If a customer is being abusive, tell them that you will talk to them at another time when they have calmed down and can communicate in an adult manner.
Never ever lie to your customers. The truth is always the best policy, no exceptions. Treat your players with the same respect and courtesy that you would expect when dealing with any business, be it a casino or otherwise.
Don’t make your customers try to jump the moon to get their withdrawals by repeatably asking for their documents and do acknowledge receipt of them in a timely manner. If there is a issue with the documents, contact us within 24 hours, don’t delay.
Pay out in the time period stated on your website. If you can’t meet it, email the customer explaining the delay, don’t wait for me to contact you. Not taking the initiative to contact me puts your business in a bad light and frankly just pisses me off. We’ve been ripped off and stalled too many times. Head off the frustration by being pro-active here.
I thought of a couple more points, I wanted to add.
Act like you appreciate your loyal customers by showing us your appreciation with bonuses and comps. Without us, your loyal player base…..you are out of business, remember that!Ok I have started a bag of popcorn as I watch the rest of our show unfold….
This article by BB is great, and I wish it was not related to the controversy, so that I could distribute it among gambling operators. Unfortunately, there are still companies in this industry that do not take customer service seriously. However, we all need to work on improving this aspect and insist on operators investing in good customer service. Professional customer service is the face of any company, and is definitely one of the important facets to improve the image of our industry overall.
bb has a good eye for looking at a program and finding the flaws. I sent a long post to the thread there about it. I am tired and maybe will add some more comments I made there to list them here as well. Some things seem obvious on the surface but are more complex when you have to deal with them first hand. I know how I felt before I started my job and how I feel now.
John
