A Calming Presence

How a Calming Presence Helps Casino Dealers Manage Conflict and Retain Players

Customer Service is tough and the best customer service reps know that they can’t let a heated guest force them to lose their cool. A Customer Service rep need to be strong in order to support their customer who thinks the world is falling apart. This takes us to step number 7, a Calming Presence. When the customer is angry or upset, the dealer needs to be strong and stay calm. Nothing is ever gained by winning an argument and losing a customer. “It’s Not About WHO Is Right, It’s About WHAT Is Right”. Who’s right or wrong is irrelevant and unnecessary when it comes to; what is the right decision that will give us the best outcome for the situation at hand.

A calming presence means having the ability to stay calm and in control when things are stressful or a bit hectic. Of course, it’s crucial that the dealer’s in control of their table at all times. And being in control of your table, means being in control of your players as well. This is different than needing something and calling over your floor. So if the player is refusing to take his cell phone off the table, stay calm, be in control, notify him that he has no choice and if he refuses, then call over the floorman. This is one of the thousands of scenarios that could possibly happen to you. Whatever happens, remember to stay calm, be strong, don’t freak out and don’t make a bad situation worse.