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Now that football season is well under way, I thought I'd take a poll of the customer service reps at Dunes to see what kind of headaches they have run in to during this often hectic time of year. Since the customer service department at ANY sportsbook is the gateway to and from the wagering floor, making sure that the experience gets completed in an efficient and pleasant manner is critical to the success of any operation.
Of course the customer service department's main job is to take care of the customer, no matter how unreasonable the request may be. The majority of those out there do just that, and they do it very well. The purpose of this article isn't to lessen the workload of the customer service department. It is to point out some issues that would only improve a customer's experience. Everyone always asks the customer what they would like to see....we thought it might be interesting to turn the tables and take a look from the other side.
1. Taking care of all transaction business as far in advance of post time as possible makes everyone's life easier. This point is mentioned first because almost every representative brought it up in some form or another.
While it is possible to get a customer registered, a deposit (credit card ONLY) processed, and a wager placed in 5 minutes or less, it is stressful for all parties and increases the likelihood that errors will be made. It is best to set up your account as early as possible (the day before being ideal). This allows unexpected credit card declines, unconfirmed Western Union issues, etc. to be properly addressed. If a problem is encountered 5 minutes before the start of the game, there is no way it can be remedied in time. Western Unions can take anywhere from 10 to 45 minutes to confirm and longer if things do not go smoothly.
2. Patience is a virtue..... While this is not a word generally associated with the gambling world, it helps if everyone is as understanding as possible. Even though everyone strives to operate a top notch organization, errors are made simply because we are all only human. Players tend to become short when they deal with a customer service representative they feel is not adequately informed. Rather than snapping at the representative (who may not be properly informed), it is more appropriate to ask for a manager or supervisor so that the situation is handled efficiently. Most quality shops do not have a problem with this and would actually rather have a discrepancy handled by a manager to avoid misunderstandings.
3. Read, read, READ. Going through all the information on the website before calling customer service often alleviates a lot of unnecessary questioning. Obviously, this does not apply to telephone customers. However, Internet customers are often quick to jump on the phone to ask questions that are easily found on the website. The website should be read in its entirety so that the player is thoroughly familiar with all the company's policies. While basic principles are usually the same, slight variations can cause confusion.
These three pointers may not seem like much, but tensions often run high in this industry, and the less confusion there is, the better off we all are. Hopefully, this will spur some discussions in the forum and even more beneficial information will be brought to light that will be useful to all!!
Sincerely,
Samantha
Of course the customer service department's main job is to take care of the customer, no matter how unreasonable the request may be. The majority of those out there do just that, and they do it very well. The purpose of this article isn't to lessen the workload of the customer service department. It is to point out some issues that would only improve a customer's experience. Everyone always asks the customer what they would like to see....we thought it might be interesting to turn the tables and take a look from the other side.
1. Taking care of all transaction business as far in advance of post time as possible makes everyone's life easier. This point is mentioned first because almost every representative brought it up in some form or another.
While it is possible to get a customer registered, a deposit (credit card ONLY) processed, and a wager placed in 5 minutes or less, it is stressful for all parties and increases the likelihood that errors will be made. It is best to set up your account as early as possible (the day before being ideal). This allows unexpected credit card declines, unconfirmed Western Union issues, etc. to be properly addressed. If a problem is encountered 5 minutes before the start of the game, there is no way it can be remedied in time. Western Unions can take anywhere from 10 to 45 minutes to confirm and longer if things do not go smoothly.
2. Patience is a virtue..... While this is not a word generally associated with the gambling world, it helps if everyone is as understanding as possible. Even though everyone strives to operate a top notch organization, errors are made simply because we are all only human. Players tend to become short when they deal with a customer service representative they feel is not adequately informed. Rather than snapping at the representative (who may not be properly informed), it is more appropriate to ask for a manager or supervisor so that the situation is handled efficiently. Most quality shops do not have a problem with this and would actually rather have a discrepancy handled by a manager to avoid misunderstandings.
3. Read, read, READ. Going through all the information on the website before calling customer service often alleviates a lot of unnecessary questioning. Obviously, this does not apply to telephone customers. However, Internet customers are often quick to jump on the phone to ask questions that are easily found on the website. The website should be read in its entirety so that the player is thoroughly familiar with all the company's policies. While basic principles are usually the same, slight variations can cause confusion.
These three pointers may not seem like much, but tensions often run high in this industry, and the less confusion there is, the better off we all are. Hopefully, this will spur some discussions in the forum and even more beneficial information will be brought to light that will be useful to all!!
Sincerely,
Samantha