Annapolis, MD (PRWEB) April 13, 2005
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 EuropeÂs largest casinos in Athens, Greece.
Robinson & Associates rolled out its ÂTrain the TrainerÂ 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 casinoÂs 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.
ÂAfter nearly a decade of helping casinos in the United States improve their customer service, itÂs exciting to see that an interest in stellar customer service at casinos is global rather than a phenomenon only found in the U.S.,Â said Martin R. Baird, chief executive officer of Annapolis-based Robinson & Associates. ÂCasinos 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 customersÂ needs.Â
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 propertyÂs employees. Their presentations as facilitators became longer and longer to give them real-time experience.
ÂThe 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,Â Baird said. ÂWe encouraged them to begin training their own employees as soon as possible. The sooner they are working directly with their own people the better.Â
Regency Casino Mont Parnes trainers also acquired the skills necessary to extend customer service training beyond rank-and-file employees. ÂThey 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,Â 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 companyÂs 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://firstname.lastname@example.org. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.