Life-Changing Experience That Transforms Employees Into Confident Leaders and Outstanding Service Facilitators Announced

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Robinson & Associates announces Train the Trainer, a program that does more than help establish a customer service culture at casinos. It is a life-changing experience that transforms employees into confident leaders and outstanding service facilitators.

Improving casinos customer service for almost 20 years!

Casino Customer Service

Train the Trainer is the toughest week casino employees will ever love.

Robinson & Associates, Inc., today announced a casino customer service training program that the company says is far more than its name implies because it is as much life changing as it is instructive in service skills development.

Train the Trainer, a program in which a select group of employees is trained to improve the service skills of other staff members, is “the toughest week casino employees will ever love,” says Martin R. Baird, chief executive officer of Robinson & Associates, a guest service consulting firm to the global gaming industry. “Certainly, we prepare a small group of employees to teach other employees how to provide superior casino guest service,” Baird says. “But Train the Trainer is not what they expect. It is an intense experience that changes their professional and personal lives for the better. They emerge from the program with confidence and leadership abilities they never knew they had.”

Train the Trainer provides five days of highly interactive, participant-centered sessions for 10 to 12 employees that management can select from any department. Each day is followed by a night of homework. As they learn specific skills to better serve casino guests, participants also learn how to: stimulate employee enthusiasm and gain employee commitment to service; set up employees for success; enhance morale, communication and loyalty; create an atmosphere that promotes improved guest service; and become a more confident and engaging facilitator and leader.

After the initial sessions, the participants roll out a customer service improvement program custom designed for their casino to meets its specific needs. Prior to creating the custom program and starting Train the Trainer, Robinson & Associates conducts a complete evaluation of the casino.

“Participants in Train the Trainer are very surprised when the sessions start,” Baird says. “They think it will be like school. But it forces them to reconsider what they think learning is. It’s not about talking and telling, it’s about growing and sharing.”

Participants go through a wide variety of challenging exercises, Baird explains. “Some days they succeed and some days they fail,” Baird notes. “But they succeed and fail together and they develop a bond. They learn to trust one another and themselves. They finish the program transformed, fired up and ready build a customer service culture at their casino.”

Service is the only sustainable competitive advantage in gaming, Baird says. “Guest service excellence starts with training and an understanding of what skills are expected,” Baird says. “Casinos must train people on the skills they need to succeed. Developing customer service skills helps casino employees feel more confident and comfortable when working with guests.”

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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