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usUsne
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26 August 2010 - 4:02am

Poor Online Casino Customer Support!

6 replies • Last post

Hiya Members,

Customer support is a very important aspect to any online casino. Lets face it, it's the only direct contact we have between the player and the casino. They are vital in representing the casino and keeping players. Time and time again i have heard players say...."i love the casino and the quick withdrawals but the live customer support is so poor, i won't go back"!

If we know the value of good customer support i certainly think the casino does. Don't these casinos read what players are saying? There is one casino in particular that is being reported as having bad CS. I won't name the casino only because i have not played there first hand after they went under new management. But i do know they had the best customer service around. These negative comments can be heard practically at every forum. This could be so easily rectified. There is nothing like good PR when it comes to running any business. This is a worldwide rule of thumb....treat the customer good and they will keep coming back.

Why do you think some casinos allow their staff to administer poor service to their customers? And if you were treated poorly would it have a bearing whether or not you continue to play there?

Usne

auCL-Ed
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26 August 2010 - 6:21am
#1

I am always wary of casinos which outsource their customer support. They pay a third party company to run it and the reps there might be covering multiple casinos, or even totally different businesses. Its a recipe for disinterested CS reps who don't know a lot about the casino and have no interest in whether the business succeeds.

Lets face it being a CS rep isn't the most exciting job out there (I've been there, done that), so it can be tricky trying to motivate low paid people who don't care a bit about your business to do a good job. I generally find the bigger casinos with in-house CS reps are far better.

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rsCatFace
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26 August 2010 - 2:11pm
#2

Ed's right (as usual Wink ), poor customer support can put you off more than many other parameters you'd normally consider more important than CS. I guess it's because we're more easily annoyed by people we speak to in person, rather than a system mistake, graphical error, etc.

In my opinion, casinos who take external CS are just cheap. They just don't care enough about their business. It's better to invest more and have your own casino support, and save on some less important things, than to get a bad rap in the gambling community because the guys you can't even personally scold, didn't do their job properly.

mezuga
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26 August 2010 - 3:06pm
#3

Well i used to work as CS agent in a cell company years ago. It is one of the most stressful jobs I ever did. It was underpaid too, and the zeal i have had when i first started this job was gone after a MONTH!

Working with ppl is one of the tuffest jobs out there, they are usually unreasonable , abusive, esp when they complain about something . I had cases where customers would call just coz they were BORED and had nothing better to do then to give a hard time to support/me.

Ofc I had my own tricks on how to deal with such peeps, and I cant say I was the most pleasant agent ever Tongue haha

Enough is to say i lasted 5 months on the job b4 i quit. That was one of the best decisions I made in my life!

As a conclusions, CS reps are humans too, who r usually underpaid( main reason for low motivation and poor service), they have limited power in resolving serious complaints, and they do ( well most of them ) try to do their best with what they got.

Play Safe!

auCL-Ed
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27 August 2010 - 12:31am
#4
zuga wrote:

Enough is to say i lasted 5 months on the job b4 i quit. That was one of the best decisions I made in my life!

As a conclusions, CS reps are humans too, who r usually underpaid( main reason for low motivation and poor service), they have limited power in resolving serious complaints, and they do ( well most of them ) try to do their best with what they got.

This ++++++

One of the reasons service is often so poor is that CS jobs have such high turnover rates. So almost everyone you speak to has only been on the job a few months at most. The job is usually very boring, low paid, and they get abused all the time. I am sure we have all heard of someone who thinks the casino cheated them when they lost - just imagine how many of these the CS people have to hear!

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rsCatFace
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27 August 2010 - 1:51pm
#5

Yes, and that is exactly the reason why I think those people should be carefully selected and their wages shouldn't be as low as they are. The casinos just have to spend more money on CS, otherwise they'll have unhappy employees and unhappy customers. Not everyone can put up with this job for long, so there's got to be higher criteria and better job benefits to attract the right people.

usUsne
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31 August 2010 - 9:32pm
#6

Zuga,

While i do agree with you that it is one of the toughest jobs out there, its still a job. I too work in a field that i have to deal with people all day. There is moments that i want to scream. I have to bite my tongue all day long. I did it when i was making peanuts to start as pay. But i am diplomatic and never rude. I come from the school of thought that if i am going to do a job at any pay i will provide good customer service and practice good PR.

In todays world jobs are hard to come by. If you be the best of your ability, maybe just maybe someone will reward you along the way. And if you do deal with difficult people, my motto is ,.........kill them with kindness!

Usne

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