Casino Guest Experience Training

Customer Service

One Course: Customer Service Standards, and It's All About The Guest Experience


Delivering World-Class Customer Service

Course Overview:

A two-day course, Delivering World-Class Customer Service will provide your entire team with the knowledge and skills necessary to constantly exceeded guest expectations. We cover the service delivery process from initial contact to environmental cues to problem resolution and more!

Customer Service Standards

The best start to any customer service training is a thorough self-evaluation. This evaluation will allow you, and our training staff, to define your current level of service delivery and to better understand your team’s current attitude and practices. CTA begins this course with a “look under the hood” of your existing customer service program, while clearly explaining the necessity of raising the level of service at your facility and providing a step-by-step guide to maximize your customer service.

This CTA course segment provides practical, immediately usable information and guidance on the standards and fundamentals of providing unmatched delivery of customer service. These six customer service standards have been developed and proven throughout more than 20 years of on-site execution, observation, and feedback. From personal presentation to interaction to the importance of teamwork, day one of this course will propel your employees to a new and needed level of understanding about providing unmatched customer service.

This course segment includes an engaging combination of lecture, group interaction, and role-playing to improve retention of the training.

It’s All About The Guest Experience

Day two of CTA’s Customer Service course builds on the momentum created on day one and provides training with real-world examples of how your team needs to engage and interact with your casino’s guests. Any and all guest interaction scenarios are discuss and reviewed, and after this training your team will have the tools they need to be effective communicators, handling everything from initial greetings to angry or upset guests. This course segment is delivered through lecture, video, interactive practices, and a game show-style review of both course days.

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