This program helps develop an employee’s service skills for consistent delivery to customers in the gaming environment. Service excellence in Gaming helps create a consistent service standard and provides employees with the tools and techniques they need to help build customer loyalty.

Program at a Glance

1. Customer Loyalty
   
   
• Why customers leave us
  
• Three factors that contribute to customer loyalty
  
  
2. Service Commitments
   
   
   • Importance of first impressions
     
   • Three commitments that are basic to Service Excellence
     
     
3. Teamwork
   
   
• Benefits of teamwork to:
  • You
    
  • Your team members
    
  • Your customers
• Building customer loyalty through team effort
  
  
4. Communication
   
   
   • Elements of communication
     
   • Listening to determine the customer’s needs and expectations
     
     
5. Connections
   
   
• “Moments of truth” in a customer connection
  
• Maximizing “moments of truth” with each customer
  
  
6. Challenges
   
   
   • Three types of difficult customers
     
   • 5-step communication process in pressure situations
     
   • Effective ways of dealing with customer concerns
     
     
7. WOW Them
   
   
   • Loyalty building
     
   • Going the extra mile

Who Should Attend

• Front line employees
  
• Supervisors
  
• Managers

Session Details

• One (1) day session (7 hours)
  
• Between 10-25 participants
  
• Interactive format
  
• Take-away resource guide
  
• Certificate of Recognition, and lapel pin upon completion

Contact us to book your session!