Ellis Communications, Inc.

Robinson & Associates CEO Will Moderate Global
Gaming Expo Panel On Customer Service Training

Martin R. Baird, chief executive officer of Robinson & Associates, Inc., will moderate and participate in a panel discussion on customer service training at Global Gaming Expo (G2E) next month in Las Vegas.

The panel presentation is titled “What’s In It for Me?  Customer Service Training” and will take place from 9:15 to 10:15 a.m. Nov. 18 at the Las Vegas Convention Center where G2E will be held. 

The session will cover such topics as how to make casino employees care more about the patron and how to help them see customers in a different light.  The session also will explore employee reward methods for generating positive behavior, including guaranteed quarterly bonuses based on improved courtesy performance as measured by comprehensive and sophisticated metrics.

Baird says quality customer service is more important than ever as casinos worldwide struggle with poor economic conditions and the public spends less on entertainment.  “I’m convinced that casino employees want to offer the kind of service that prompts customers to return again and again to play,” Baird says.  “But providing stellar service is an acquired skill for most people.  Few casino employees are naturals at it.  Employees must have customer service training so they can do the best job possible.  When employees interact appropriately with customers, their casino can compete and succeed.”

With a large number of exhibitors and conference sessions, G2E is the gaming industry’s premiere trade show and conference event where professionals meet to obtain in-depth information on new products and ideas.

Robinson & Associates is a Boise, Idaho-based 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 company may be reached by phone at 206-774-8856, by e-mail at mbaird@casinocustomerservice.com or via its Web site at www.casinocustomerservice.com.  Robinson & Associates is an associate member of the National Indian Gaming Association.