Online Casino Cautions - Hallo?
Published: Friday, February 24, 2006 Online-Casinos.com
ONLINE CASINO CAUTIONS - HALLO?
Eerie silence….
That’s what greets many online casino customers when they have a problem at an online casino. It often seems that once it is clear a dispute exists, nobody is interested…and there is no excuse for it.
No excuse, because the systems and technology are on hand to accurately record, acknowledge and track complaint traffic and it needs only the will to merge this with good human customer care to develop a successful business relationship.
The majority of disputes could be resolved in a stress-free and timely manner through the simple act of communicating with the customer and explaining what is happening, whether it be a payout delay, a disqualification, a legitimate enquiry or any one of the many areas where friction with the customer can arise.
Where the ordinary customer service rep in the Support trenches lacks the authority or current information it is still possible to placate anxious clients by providing a working escalation route to a more senior company employee or manager. It is guaranteed to avoid hassles for everyone – but most importantly the player – almost every time.
Most online casino players are in the main reasonable people with understandable concerns, and to ignore this is not only discourteous but dangerous from a lost business perspective. Sure, there are 'difficult' customers who are hard to satisfy or naturally rude and aggressive, but this is a tiny minority of the players with problems.
This week has seen a number of cases where players and in a few cases mediators have simply been ignored despite several, and in some cases numerous attempts to establish a sensible dialogue with online casinos to sort out perfectly resolvable issues.
If there’s one word worth repeating to operators this week it’s Communicate, Communicate and then Communicate again with your players – they are expensive to acquire and easy to lose.
