Specifics of any land-based or online casino have plenty of unhappy customers in these clubs. Even if you take care of a visitor, give them an avalanche of bonuses, provide free food and drinks, hand out a bundle of lottery tickets, and settle them in the hotel for free, their mood will still depend on how successfully they gamble.
Some may argue that a client should be satisfied with any game outcome, but we know that some people cannot suppress their negative emotions when losing. Therefore, you need to find an approach to such visitors to prevent possible conflicts or calm them, not allowing the flame of anger to flare up violently.
For many years, the author of this article had to communicate with people who could not control their emotions after losing in the casino, seeking out any detail they could complain about, and creating a scandal. Of course, many calmed themselves down, but some customers created real problems.
In this article, we will give readers some practical tips on how to deal with dissatisfied customers in the casino.
Find out What the Problem Is
The first method is letting them blow off steam and express their thoughts. By the way, many already had had enough of this without intending to make a grave scandal. If a person swears and explains nothing, ask them what happened.
Say what you want to hear is their version of what happened, making it clear that in this casino, the player's opinion is valued above all else.
This will not only allow them to vent their anger but is also thought-provoking, forcing logical reasoning and helping them formulate their thoughts.
- Do not interrupt enraged customers.
- Listen to them carefully.
- Let them know that you have thoroughly investigated the problem.
The longer they speak, the more likely you both will come to an understanding. In addition, while you are listening to the client, you will be able to think about what to say in response.
Discuss the Problem with the Customer
In rare cases, clients may withdraw from conflict and retract their words, without demanding any action. But more often, you will have to convince them that it is not as they think.
- First of all, do not ever lose your temper.
- Please refrain from resorting to mutual insults, and remind them that the conversation will continue within the bounds of decency.
- If you talk with someone on the phone and realize that you can't calm them right now, agree on a personal meeting.
- If this is impossible, say that you will study the problem and call back soon.
During this time, the customer will calm down, and you will prepare to discuss and support their claims with documents or a recorded video. By the time of a new meeting or telephone conversation, you will learn all the facts and be able to defend your point of view, relying on them. This will give credibility to your words.
Bring Other Players to the Conversation
If finding an agreement is impossible, try bringing other casino employees or customers to the conversation. But only if you are sure that they are objective. There may be casino employees, and their words will be more authoritative for a client in general or in this particular situation. This may include a manager, head of security, pit boss, or bartender. It all depends on the subject.
Additionally, every casino prioritizes the well-being of all its players. If such people are directly involved in the conflict, and you are trying to explain to a visitor that they are wrong, you may want to enlist their support. However, it is essential to exercise caution to avoid unwanted side effects.
Involving other people can be helpful if you cause customer dissatisfaction. After all, from his point of view, all you say is an attempt to justify yourself. An idea of the problem of unbiased opinion is valuable.
Find a Solution Together
After listening to the person and discussing the problem, you must be willing to find a solution that satisfies both parties. This creates a sense of the client working together on the issue, allowing him to feel involved in correcting deficiencies that he may suffer from with other casino visitors. They will also feel their significance and importance.
If you do it right, at this stage, most customers will speak to you in a normal tone and even show interest. They will see that you do not want to dismiss them, and it deserves respect. Additionally, a joint discussion of the problem is a form of cooperation that strengthens relationships.
Casino employees can confirm that after a heated discussion, conflict, and finding a way out, many visitors became their best customers and later never had any problems.
Listen to the Customer's Opinion
Offer the client the opportunity to express their preferred way to resolve the situation. It is no secret that people losing money (even a tiny amount by casino standards) are often considered unjustified in their wishes. If you have already realized what a visitor can offer and know this is unacceptable, refuse such an approach.
But if the client has already expressed their wishes, explain that you can't fulfill the requirements because it is not in your power.
Say you are not a casino owner but only an employee and must act according to the rules and regulations. This argument convinces almost all dissatisfied users.
Discuss How to Avoid the Problem in the Future
Continue cooperation with the client and discuss how to avoid a similar situation in the future. This final touch will make them think you care about the problem, do not want repetition, and appreciate the visitors.
Customers of the casino often meet people with significant experience in managing various types of casinos, so that they can give you helpful advice.
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More Tips on Dealing with Casino Customers
In conclusion, it is essential to turn a disgruntled customer into a supporter rather than an opponent.
- Try to imagine the problem as your common enemy, and you can work together to win.
- Indirectly invite a person to cooperate.
- Use phrases like "we" and "give" so they don't think you're on opposite sides.
Remember, almost anyone can find an approach to avoid conflict and keep the customer. But it is recognized that not all of them can be saved. However, if a person reacts sharply to defeats, perhaps it is better not to visit the casino for them.
