Course description
Legendary Customer Experience Training for Casinos and Gaming
Customers who are treated well will come more often and spend more money.
Signature Worldwide‘s Legendary Customer Experience Training for Casinos and Gaming training program is designed to inspire your employees to deliver a better level of service to every one of your customers. We will provide your employees with the tools they need to create legendary customer service experiences which will ultimately result in happier customers who stay longer and play more.
We train your front line staff to deliver better service, and then we train your supervisors and managers to motivate, coach and continually provide feedback to their teams.
Signature Worldwide understands that our hospitality and tourism clients want lasting change in employee performance and to be successful, we know there are several steps involved.
Program Elements
- Create a custom training using our fundamentals and your mission, vision and values.
- Design training materials and measurement elements that are fun, engaging and specific.
- Get the buy in of key stakeholders before training so all leaders understand the goals
- Deliver motivating training that is interactive and engaging
- Train supervisors and managers to coach their teams for higher performance
- Introduce an ongoing measurement and evaluation process and celebrate successes
Program Outcomes
Frontline Service Skills Training
- Create a customer-centric culture where guests can have a fun filled get away
- Engaged and high performing staff that will inspire the guests to stay longer, play more AND tell their friends
- Greater staff confidence in interacting with customers
- Highly motivated employees
Manager/Supervisor Training
- Demonstrate leadership skills to effectively lead your team to success
- Deliver focused feedback to employees resulting in improved employee job performance
- Motivated teams who feel successful
- Increased ownership, performance management and accountability
Who should attend?
- Dealers
- Slot attendants
- Valet Staff
- Security Staff
- Cashiers
- Restaurant Servers
- Bar Staff
- Managers
- Supervisors
Training content
Course Agenda
Frontline Service Skills ½ Day
Introduction
A welcoming activity will be presented to allow the participants and the Signature facilitator to interact. An overview of the session will be presented.
Legendary Service
Characteristics of legendary service will be explored and participants will identify ways they can create a legendary service impression.
Common Service Scenarios
Identify and define common service scenarios that provide opportunities to provide legendary customer service.
Key Concepts and Behaviors of Legendary Service
Identify and define the key concepts of customer service and the behaviors associated with each.
- Connect with the Guest
Greet, Acknowledge, Be Approachable - Discover
Be Proactive, Active Listening - Deliver Value
Be Knowledgeable, Personalize - Close
Commit, Exceed Expectations
Emotional & Logical Language
Define emotional and logical language, then identify when a guest uses each. Demonstrate ability to use each in appropriate situations.
Define Magic Formulas for Common Customer Service Scenarios
Describe and demonstrate legendary behaviors in one of the following customer interactions: passing by, guest request, and complaint handling.
Role Play Sessions
Coaching for Performance Session ½ Day
Role of the Leader
Participants will be presented with engaging exercises to learn the differences between leadership and management and their responsibility as a leader.
Giving Feedback
Participants will learn a process for delivering effective feedback. Through exploration, participants will discover the benefits of giving feedback, the types of feedback, and the skills one needs to possess in order to give feedback. Participants will then actively engage in the SAR model process of giving feedback to their employees.
Skill Practice Session
Participants will practice delivering feedback using the SAR model and will receive feedback from other participants and the facilitator.
Motivating Employees
Participants will engage in an activity to identify what motivates employees to do their jobs. A discussion will take place on effective ways to motivate employees.
Action Plan – Introduction of the Skill Kits and Instruction on Daily Use
Participants will be presented with skill kits to be used at daily shift briefing sessions or weekly department meetings.
Course delivery details
- This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
- Both training options are delivered by a highly experienced Signature Worldwide trainer.
Costs
Please request more information from Signature Worldwide about dates and pricing.
Why choose Signature Worldwide?
Our 30+ years of experience includes training over 36,000 businesses in 50 countries
98% of our customers would highly recommend Signature Worldwide to others
Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers
About Signature Worldwide
Signature Worldwide
Customer service training that increases sales. Sales training that enhances your customer's experience. Training can and should be fun! Whenever the phone rings, a customer approaches an employee, or an online inquiry is generated, Signature Worldwide helps to improve your...
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Contact info
Signature Worldwide
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