Casino Customer Service Training Is Greatly Affected By Five Aspects of Size and Length, Robinson & Associates Announces

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Robinson & Associates, Inc., announces five ways size and length affect the outcome of casino customer service training and how much information is retained by participants.

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Simple things such as the size of the group and the length of the presentations are critical to creating a successful training experience for casino employees.

There are five aspects of size and length that are critical to achieving positive outcomes from casino customer service training and generating the best return on training investment, Robinson & Associates, Inc., announced today.

“When it comes to providing only the best in casino customer service training, size and length do matter,” says Martin R. Baird, chief executive officer of Robinson & Associates, a guest service consulting firm to the global gaming industry. “But they are sometimes ignored when casinos organize training sessions. Simple things such as the size of the group of people being trained and the length of the presentations are critical to creating a successful training experience for casino employees.”

Size of the Group – The group of casino employees receiving training must be small enough to give everyone an opportunity to participate and not just sit in their chairs and watch, Baird says.

“When a training session has a group of 90 or more people, it’s difficult to get all of them to participate,” Baird explains. “The size of the group has a direct effect on the number of people who will become actively involved in the training. With a group of 40 attendees, people have an opportunity to express their opinions and have their voices heard.”

Size of the Training Room – The size of the room also affects employee participation, Baird says.

“If you have a group of 30 and your training is held in a showroom that seats 500, people feel lost and intimidated by the size of the room,” Baird notes. “Likewise, when you pack 50 people into a room that’s designed to hold 35, they can’t get comfortable and they actually find it difficult to participate.”

For optimum training results, it’s important to match the size of the room and the number of participants to the activities you want them to do, according to Baird. “In an effective training session, people will stand and move around and if the room is too small, it stifles that facet of the experience,” Baird says.

Length of the Training Session – The training session should be as long as it needs to be to get the information across without becoming repetitive, Baird says, adding that attendees will zone out if the session is too long.

“Some people think training should be done in eight-hour increments to match the workday,” Baird points out. “But a workday and a training day are two very different animals. You should base the length of the training on what you want people to learn, not on what is simple for the payroll department.”

Problems can arise from a session that’s too short. “If you try to cover three hours of material in two hours, you’re wasting everyone’s time,” Baird says. “It can take 45 minutes to an hour for a group to get warmed up and start taking part in the training. If that only leaves an hour to cover the material, you could end up accomplishing absolutely nothing.”

Length of Training Modules – Modules are organized sections of the training and they lose impact if they are too long, Baird says.

“Again, some people will try to have one module for eight hours of training,” Baird notes. “This is very difficult for the participants. People who go through training need to see progress and that requires a beginning, middle and end. Modules give participants a feeling of progress so they know that they are reaching the goal.”

Length of the Lecture – Trainers should keep their lectures short, according to Baird.

“There’s an old saying in the training profession that the mind can only absorb as much as the backside can endure,” Baird says. “If a trainer stands at the front of the room and drones on and on, he will lose the participants very quickly. Studies show that people tolerate only eight to 10 minutes of lecture before they tune out and start thinking about other things.

“If training isn’t broken up into small chunks and divided by activities and exercises, the attendees won’t participate. People need to have their mind and senses stimulated in a variety of ways and at a variety of times.”

About Robinson & Associates

For nearly 20 years, Robinson & Associates, Inc., has been dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. A Boise, Idaho-based consulting firm to the global gaming industry, Robinson & Associates is the world leader in casino guest experience measurement and improvement. For more information, visit the company’s Web site at or contact Lydia Baird, director of business development, at 208-991-2037 or lbaird(at)raresults(dot)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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