Robinson & Associates, Inc., Improves Customer Service at Casinos Overseas

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Robinson & Associates, Inc., a leading customer service consulting firm in the gaming industry, is helping to improve casino customer service overseas.

Robinson & Associates, Inc., a leading customer service consulting firm in the gaming industry, is helping to improve casino customer service overseas and its first international endeavor was at one of Europe’s largest casinos in Athens, Greece.

Robinson & Associates rolled out its “Train the Trainer” program at Regency Casino Mont Parnes over a five-day period in February. In-house trainers at Mont Parnes received instruction on how to help the casino’s approximately 1,100 employees do a better job of providing outstanding customer service and create a service culture at the property. Robinson & Associates performed this work as part of a contract PricewaterhouseCoopers SA, the Greek firm of the worldwide PricewaterhouseCoopers LLP organization, has with Hellenic Casino of Parnitha SA, owner of the Regency Casino Mont Parnes.

“After nearly a decade of helping casinos in the United States improve their customer service, it’s exciting to see that an interest in stellar customer service at casinos is global rather than a phenomenon only found in the U.S.,” said Martin R. Baird, chief executive officer of Annapolis-based Robinson & Associates. “Casinos are truly cosmopolitan and their customers want the same level of service no matter where they are playing, be that in Las Vegas, Atlantic City or Athens. Our partnership with PricewaterhouseCoopers helps casinos meet their customers’ needs.”

Regency Casino Mont Parnes trainers initially started their instruction as if they were casino employees going through customer service training. As the days progressed, they gradually took over the role of trainers and facilitated a small group of the property’s employees. Their presentations as facilitators became longer and longer to give them real-time experience.

“The trainers were exposed to facilitation methods we have successfully used with nearly 10,000 casino employees in the U.S., but their instruction was customized to the Mont Parnes property,” Baird said. “We encouraged them to begin training their own employees as soon as possible. The sooner they are working directly with their own people the better.”

Regency Casino Mont Parnes trainers also acquired the skills necessary to extend customer service training beyond rank-and-file employees. “They should be able to take the skills they have learned and piggyback them onto training for management so that the service culture continues to grow,” Baird said.

Robinson & Associates, Inc., is a customer service consulting firm that provides specialty customer service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The company’s Web site CasinoCustomerService.com is devoted to helping casinos improve their customer service so they can compete and increase revenues. The company may be reached by phone at 480-991-6420 or by e-mail at http://mbaird@casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

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Martin R. Baird
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