The 5 E’s Of Customer Service developed by nick ippolito
These are the five values I use to instill customer service techniques to employees. They each encompass a variety of skills, tricks, philosophies and beliefs that employees can use during their work shift when dealing with external and internal customers.
I awaken employees how to separate their SKILLS from their JOB. It is essential to separate the two in order to be successful in their customer service careers. I ingrain into their work “DNA” that Customer Service is Psychology over Policy. Casinos use me to teach non-gaming employees the vital importance of understanding and dealing with the Gambler’s psychology. The most important aspect I teach is that Employees MUST understand that they are each other’s Customers, first & foremost. If It Doesn’t Happen Internally It Won’t Happen Externally.
deliverables:
- Psychology over Policy
- Protect the Customer Experience
- Analyzing the Mission Statements
- Approach every situation with Empathy
I give them an arsenal of power packed tools to successfully deliver extraordinary customer service to each and every guest:
Our casino training programs already include many great evidence-based topics for you to choose from. But we don't stop there! If you don't find what you are looking for, we can create it for you. Within 45 days, we can research, design and present an option that is absolutely customized to your brand. Given that casino hosts often actively recruit players, in addition to providing all they can at the casino, the hosts themselves may propose deals, such as an expensive trip to an exotic location, where the casino host himself or herself may accompany the player on and continue to take care of the player’s needs while they vacation together. Affiliates are also urged to work directly with the regulators or advise the casino(s) to consult their regulators for more information. Responsible gaming training program services may include: Drafting and/or review of plans, policies and procedures, Developing and delivering materials for: o In-person training o Online training.
- Being Knowledgeable
- Anticipate Questions & Problems
- Add Empathy to Every Situation
- Communicate Your Role in the Most Believable Manner
- Having Customer Perspective
- Employee Empowerment
- Adding value and integrity to every interaction
- Be Interested not Interesting
- Avoid One Word Responses
- Anticipate Customers’ needs
- Service Recovery
- And so much more