the kiosks industry for reward redemption and the widespread use of RFID (Radio Frequency Identification) technology have altered the face of whom the guest may come into contact with.
“Knowledge has to be improved, challenged, and increased constantly, or it vanishes.” Peter Drucker
The guests want the benefit of these timesaving services. Enabling them to obtain their own comps, show tickets, and cash-in slot wins at a kiosk are a positive experience. The customer is happy and the operator’s bottom line FT (full-time employee) is more controllable Kiosks have been upgraded into a higher level of “user friendly” self-service units. Are these upgrades being taken for granted by the industry and leaving many customers still needing assistance? This technology is a tremendous tool which should be used to enhance the guest experience, not end it. A guest having a bad experience with a self- service unit and finding no employee to assist will reflect as a negative experience on your property. Is this being monitored at your property? It’s accomplished by simply having employees monitor the kiosk areas at pre determined times often dictated by business volumes.
Kiosks will best serve the guest if they are near a fixed employee location, such as the casino customer service booth or information area. Another great spot is the hotel lobby or the front desk. The employee assisting a guest with the particular kiosk problem is the face of your property and may be the last employee that the guest encounters before they begin or conclude their visit. Think of it in terms of the guests snapshot of the property experience. We all take mental snapshot notes of our customer service experiences. Many people do not realize they are doing it until something triggers the recall of the experience.
Training an employee to provide consistent, friendly, and professional interaction with customers is paramount to securing and keeping that customer base for return visits. Your employees must know the customer and acknowledge their presence while at the same time performing a level of customer training on your property’s platforms.
Empowerment:
Good employee training guides the employee through customer concerns promptly and professionally. Employees should be trained to make sound decisions.
Providing them the training to offer good customer service allows the employee to have the skill sets needed to apply formulas to the customer issue at hand as well as when to raise the help flag and contact a supervisor.
Keep the best people on the front line and train, follow-up, and train
again...This training is more than a smile. Employees must be provided with the knowledge in both the customer training techniques and the technical procedures to do the customer service job. Great training must provide the employees with the knowledge of the property’s product. This too includes not only the kiosk service programs, but also the entertainment, marketing, and facilities available to guests.
Customer Satisfaction
Customer satisfaction is the duty of all employees. It is a very basic premise, yet sometimes properties miss the point. The technology you have provided guests is not the solution. But rather, it is the tool to arrive at the solution.
Every employee must be a provider of services that customers seek and expect to receive. Together, in a properly trained environment, the customer’s expectations are met and the customer will return.
Biography
Robert Ambrose is a Gaming/Hospitality consultant. Robert has held executive positions in gaming both in Atlantic City and the Midwest. He has designed/developed casino floors, written training programs and published numerous articles on the topics of hospitality, gaming and customer service. Robert is also an Adjunct Professor of Casino Management for Fairleigh Dickinson University’s, Petrocelli College of Continuing Studies, Hospitality and Tourism Management program (
http://view.fdu.edu/default. aspx?id=7552) and Rowan University in New Jersey. He has an MS degree in Hospitality Management.
www.bobambrose.com
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