I saw a thread a couple days ago regarding what books have good customer service only and some of the books listed in that thread really had me wondering what the hell? So I figured what criteria does one look at to make this determination? Some of the books I saw on the list rarely answer emails in a timely fashion, don't have decision makers readily available to answer even simple questions, don't grade in a timely fashion, state they are available 365 days a year and when you call no one is there and etc.. I think back to the NAB and Camelot fiasco and before both tanked everyone gave kudos to their customer service partly because their owners or managers posted here and hey "I always got paid" attitude. To me customer service is crucial for any book that wants my business and wanted to get different individuals thoughts on what makes a good customer service in your opinoun?
Good customer service is when you never have to call your book, because everything has been taken care of.All of my books fall into that category. I do not remember having to call anybody,except once I called to report a change in IP.I play at Canbet, Bet Australia,Pinnacle, and Bet 365.I am planning to replace 365 with Betworks when I complete bonus requirement at 365.
go2guy - There are MANY things that make-up GOOD customer service.
One of the most important things to me is...a KNOWLEDGEABLE Customer Services Rep.
So many books staff their customer service with only a couple of good knowledgeable clerks and the rest of the staff doesn't know there ass-from-a-hole-in-the-wall...they are always putting you on hold while THEY GO CHECK...and get you an answer.
One of the most important things to me is...a KNOWLEDGEABLE Customer Services Rep.
So many books staff their customer service with only a couple of good knowledgeable clerks and the rest of the staff doesn't know there ass-from-a-hole-in-the-wall...they are always putting you on hold while THEY GO CHECK...and get you an answer.
Poor CS - acting like they're doing you a favor ...
I hate to burst any disgruntled clerks bubble, but our business to your book is the favor ... it's why your there - to help us!
But courtesy goes both way ... don't expect any favors if you're being a blackmailing ("i'll go the rx, if i don't my way right now") arrogant little prick
I hate to burst any disgruntled clerks bubble, but our business to your book is the favor ... it's why your there - to help us!
But courtesy goes both way ... don't expect any favors if you're being a blackmailing ("i'll go the rx, if i don't my way right now") arrogant little prick
IMO
good CS is being available almost ALL the time .
BEing polite to all parties concerned if there is an issue.
being fast to resolve the issue (no run arounds)
the most important thing IMO to great CS is not making the customer feel they are "bothering" you when they have issues.. treat them with respect
good CS is being available almost ALL the time .
BEing polite to all parties concerned if there is an issue.
being fast to resolve the issue (no run arounds)
the most important thing IMO to great CS is not making the customer feel they are "bothering" you when they have issues.. treat them with respect
I Believe good customer service should be there all the time, without us (THE PLAYERS) they wouldn't have a job, that goes from Management to clerks! When I ask for a payout, I'm off the phone in 2 minutes, everytime! To me thats one good way for customer service to be! Another way is not letting a customer off the phone till his or her needs are met! A manager should be available at all times the office is open, via cell phone, email or whatever!
Gentlemen, I agree with many or all the items you state for quality service. Although this may be so, I have to say that to hit the nail on the head for excellence in customer service, the person in CS, MUST be able to listen and comprehend the customers' needs.
Knowledge of procedures may be exact, but is is much more important for the person in CS to really understand the customers needs, to be able to comprehend him/her through all the communication barriers.
Communication is a two way street, many times these barriers get in the way of the customer getting his needs across. These needs must be comprehensible to even the most knowledgable cs agent in order to speed up the resolution process. Many times something simple can be resolved by BEING ABLE (many aren't able) to understand the need, the speed in which it must be resolved (many don't resolve fast enough) and ultimately by communcating back to the customer with the resolution. So a simple thing gets blown out of proportion, bringing on more barriers. That's bad business period.
Good CS is figuring out in a hurry, what a customer wants, getting that quick and politely and finally saying here you are. thank you have a nice day.... it's simple. But sometimes getting your message thru may not be simple. To make sure you get the best of your service when you have to communicate with your CS people, cause you eventually will have to email, liveperson or phone someone, get a readback, so simple.....
If you (the customer) are not sure they did not get you, ask to be transferred to someone you can understand clearly and who will return the favor. Access to the head of department should always be available. If they are not, cs response should be to take a message and get the head to email or call you, or expect a call back in X minutes. Always get a readback, as a consumer, get a name, rank or something, and most CS agents snap to attention and begin to acquire comprehension. The good ones wont want to go to the head with something they are being paid to do. Trust me. I am on the other side and want to help.
Good luck to all..
Knowledge of procedures may be exact, but is is much more important for the person in CS to really understand the customers needs, to be able to comprehend him/her through all the communication barriers.
Communication is a two way street, many times these barriers get in the way of the customer getting his needs across. These needs must be comprehensible to even the most knowledgable cs agent in order to speed up the resolution process. Many times something simple can be resolved by BEING ABLE (many aren't able) to understand the need, the speed in which it must be resolved (many don't resolve fast enough) and ultimately by communcating back to the customer with the resolution. So a simple thing gets blown out of proportion, bringing on more barriers. That's bad business period.
Good CS is figuring out in a hurry, what a customer wants, getting that quick and politely and finally saying here you are. thank you have a nice day.... it's simple. But sometimes getting your message thru may not be simple. To make sure you get the best of your service when you have to communicate with your CS people, cause you eventually will have to email, liveperson or phone someone, get a readback, so simple.....
If you (the customer) are not sure they did not get you, ask to be transferred to someone you can understand clearly and who will return the favor. Access to the head of department should always be available. If they are not, cs response should be to take a message and get the head to email or call you, or expect a call back in X minutes. Always get a readback, as a consumer, get a name, rank or something, and most CS agents snap to attention and begin to acquire comprehension. The good ones wont want to go to the head with something they are being paid to do. Trust me. I am on the other side and want to help.
Good luck to all..
My book prides itself on great CS..I say it all the time..Remember..Water seeks its own level..If the book has problems in certain areas..CS will be one of them..You need people who are willing to be comprehended, and at the same time understand the problem..Top management must be available for the simplest of needs..The worst thing is for the need of the custmer not be handled in a proper time frame..Access to make a decision is important..Indecisions show weakness..Without my family of gamblers, I have no business..Customers must feel equitty with the book they play with..
"I AM NOT SAYIN, I AM JUST SAYIN"
"I AM NOT SAYIN, I AM JUST SAYIN"
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by Joey C:
Giving a shit - I mean really giving a shit that the customer request is handled in a professional, courteous and timely manner.
That's what defines Good Customer Service.
Books should remember that they are in a SERVICE BUSINESS.<HR></BLOCKQUOTE>
JC
It won't happen as long as the clerks are paycheck employees and could give two shits about the job they just want the money.
Giving a shit - I mean really giving a shit that the customer request is handled in a professional, courteous and timely manner.
That's what defines Good Customer Service.
Books should remember that they are in a SERVICE BUSINESS.<HR></BLOCKQUOTE>
JC
It won't happen as long as the clerks are paycheck employees and could give two shits about the job they just want the money.
