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UK
Casino Times
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News
25 October 2006
Listening Is Critical To Creating
Casino Guest Advocates
If casino employees want
to create more guest advocates, they must learn to listen to
their guests' concerns and turn that knowledge into an
opportunity to make guests' visits memorable.
The following tip is
provided by Robinson & Associates, Inc., a customer
service consulting firm to the gaming industry.
Tip: "Listening is
extremely important when it comes to creating casino guest
advocates. Casino employees should slow down, stop, sit back
and listen to their guests. Listen to what they're saying
with words, body language and facial expressions. Employees
who really listen to what guests have to say, can usually
find solutions to their problems and might discover a new
opportunity to provide excellent service and turn a guest
into an advocate. If employees want guests to have a better
experience at their property, then they must listen and
figure out ways to make it happen. Listening and hearing are
not the same thing. Listening means the words don't just go
in one ear and out the other. It means one's brain is
engaged and working."
Robinson & Associates,
Inc., is a global customer service consulting firm for the
gaming industry. It helps casinos determine their Advocate
Index, a number that indicates the extent to which
properties have guests who are willing to be advocates. The
company then implements its Advocate Development System in
combination with the proven methodology of Advocate Index
and best business practices to help casinos create more
guest advocates and chart a course for growth and
profitability.
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