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Dull Training Offers Zero Pay-Off for Casinos, Employees;
Five Keys to Dynamic Training That Creates Service Superstars
Dull Training Offers Zero Pay-Off for Casinos, Employees;
Five Keys to Dynamic Training That Creates Service Superstars
For Immediate Release
Oct. 18, 2002
Contact: Tom Ellis
Ellis Communications, L.L.C.
Phone (623) 780-4558
E-Mail tellis@casinocustomerservice.com
First they get restless. Soon they can't concentrate. Eventually, they begin to nod off.
Is this how your casino's employees react to your guest service training programs?
"We've all experienced it - dull training," says Martin R. Baird, president of Phoenix, Ariz.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry. "Boring training is a waste of time, energy and money but, unfortunately, that's the quality of instruction many casino employees receive when it comes to guest service training. It's time gaming properties got it right and reaped the rewards of their training programs."
Baird offers the following five tips on how to avoid boring training that hinders employees' ability to provide guests with only the best in service.
Number 1: Offense is the best defense. Don't accept an outside trainer's assurances that his or her program is effective. "If they want your business, they must give a demonstration," Baird says. "Contact a few training companies, make them audition and select the one that's right for you. Be sure the company you choose is capable of making a two-hour presentation fun and interactive."
Number 2: Treat your employees like adults. Adults learn by participating, not listening to a lecture. "Your service training should be lively, dynamic and participant centered to keep attendees interested and focused," Baird suggests. "Design a program that forces your employees to use all their senses. That increases retention of information."
Number 3: Make it fun. Training should be fun as well as educational. "When people are having fun, they're more open to learning, to trying new ideas and concepts," Baird notes.
Number 4: Use pertinent, high-quality content. "The presenter should talk about authentic challenges to providing quality guest service in a gaming environment," Baird says. "Dynamic delivery is not enough. The information must be realistic and useful."
Number 5: Encourage self-learning. To round out the information given by the presenter, let the attendees share their ideas. "Let them learn for themselves," Baird suggests. "Guest service training requires participants to shed old ideas and habits and accept new ones. They will be more receptive to change if they are part of the process."
Owned by Lydia and Martin Baird, Robinson & Associates, Inc., is a guest service consulting firm that provides specialty guest service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The Bairds have a Web site, www.casinocustomerservice.com, that's devoted to helping casinos improve their guest service so they can compete and increase revenues. Robinson & Associates may be reached by contacting Lydia at 480-991-6421 or at lbaird@casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
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