Specifics of any casino - real or online - is that it always has dissatisfied customers. Even if you take care of a visitor, give them an avalanche of bonuses, food and drinks, a bundle of tickets to valuable prizes and settle them for free in the hotel, their mood will depend on how successfully they play.
Some may argue that a client should be satisfied with any outcome of the game, but we know that not all people can keep their negative emotions when losing. Therefore, you need to find an approach to such visitors to prevent possible conflicts or calm them, not allowing the flame of anger flare up violently.
For many years, the author of this article had to communicate with people who can not to control emotions after losing in the casino, seek out any detail they can complain about and make a scandal. Of course, many of them calmed down but dissatisfaction degree generally do not match the situation. Most of them managed to calm down and if you do not recognize the groundlessness of the accusations, then you should resolve the situation.
In this article we will give readers some practical tips on how to deal with dissatisfied customers that they are in your casino. We will not affect the situation where a player is perturbed in the case, and only talk about when they are angry without a cause.
Consider the problem
The first method is let them blow off steam and express what they think. By the way, many already had enough of this, without intending to make a serious scandal. If a person just swears and says nothing in fact, ask them what happened. Say what you want to hear is their version of what happened, making it clear that in this casino the Player's opinion is valued above all else.
This will not only allow them give vent to anger, but is also thought-provoking, forcing logical reasoning and formulating the thoughts. Do not interrupt a customer and listen carefully and show that you carefully look into the problem. The longer they speak, the more likely that you will find a common language. In addition, during this time you will be able to think about what to say in response.
Discuss the problem
In rare cases, a client, will cut off conflict and take back their words, not even demanding any action. But more often you will have to convince them that it is not as they think.
First of all, do not ever lose your temper. Do not resort to mutual insults and let them know that the conversation will continue only in the bounds of decency. If you talk with a person on the phone and realize that you can't calm them right now, agree on a personal meeting. If this is impossible, sat that you will study the problem and call back soon.
During this time, the customer will calm down and you will get ready to talk and back up their words with some documents or records video. By the time of a new meeting or telephone conversation, you will learn all the facts and be able to defend your point of view, relying on them. This will give credibility to your words.
Bring others to the conversation
If finding agreement is not possible, try to bring other casino employees or even customers to the conversation. But only if you are sure that they are objective. It is possible that there are employees of the casino and their words will be more authoritative for a client in general or in this particular situation. This may be a manager, head of security, pit boss and even a bartender. It all depends on the subject.
Also, every casino cares about all players. If such people are present directly in the conflict, trying to explain to a visitor that he is wrong, you may want to enlist their support. Although it is necessary to be very careful to avoid unwanted effects.
Involving other people can be useful if you are the cause of customer's dissatisfaction. After all, from his point of view, all that you say is an attempt to justify yourself. A view to the problem of unbiased opinion is useful.
Find a solution together
After you listened to the person and discussed the problem, you must be willing to find a solution that will satisfy both sides. This creates a sense of the client work together on the issue, allowing him to feel involved to correct deficiencies which may suffer from other casino visitors. They will also feel their significance and importance.
Believe me, if you do it right, at this stage, most customers will talk to you in a normal tone and even be interested. They will see that you do not want to dismiss them, and it deserves respect. In addition, a joint discussion of the problem is a kind of cooperation that strengthens relationships.
Casino employees can confirm that after a heated discussion, some conflict and finding a way out, many visitors became their best customers and later never had any problems.
Listen to the client's opinion
Offer the client to express their way to resolve the situation. It is no secret that people losing money (even a small amount by the standards of the casino), often considered the unjustified in their wishes. If you have already realized that what a visitor can offer, and you know that this is unacceptable, refuse such an approach.
But if the client has already expressed their wishes, then try to explain them that you can't fulfill the requirements, because it is not in your power. Say, you are not a casino owner, but only an employee and must act according to the rules and regulations. This argument convinces almost all dissatisfied users.
Discuss how to avoid a repetition of this in the future
Continue cooperation with the client and discuss how to avoid a similar situation in the future. This final touch will make them think that you care about the problem that you do not want a repetition and appreciate the visitors. Customers of the casino often meet people with great experience in managing various types of casinos, so they can give you useful advice.
In conclusion, you need to turn a disgruntled customer into a supporter rather than an opponent. Try to imagine the problem your common enemy and you can win together. Indirectly invite a person to cooperate. Say "we", "give", so they do not think that you are on opposite sides.
Remember, almost anyone can find an approach to avoid conflict and keep the customer. But it is recognized that not all of them can be kept. However, if a person reacts to defeats so sharply, perhaps it is better not to visit the casino for them.