Ellis Communications, Inc.

Casino Employees Must Pay Attention to Their Tone of Voice

            The tone of voice casino employees use to communicate with guests is just as important as the words that are spoken, possibly more important.

          The following tip is provided by Robinson & Associates, Inc., a customer service consulting firm to the gaming industry.

Tip:

“The way casino employees say something has a huge impact on what people hear.  Casinos are noisy, so employees’ voices need to cut through, but in a calm, friendly, smiling and welcoming manner.  The way they say words often has more impact than the words themselves.  An employee’s voice is telling a story, so make sure it tells a warm and happy story.”

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry.  It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates.  The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability. 

Robinson & Associates may be reached by phone at 206-774-8856, by e-mail at mbaird@casinocustomerservice.com or via its Web sites at www.advocatedevelopmentsystem.com and www.casinocustomerservice.com.   Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.