Source: Robinson & Associates, Inc
Employee Training in Different Languages Is A Must
Stick With English Only and Take A Huge Risk With Service
Martin R. Baird
Casino employees in the United States are becoming increasingly cosmopolitan as casinos recruit staff from outside the traditional English-speaking labor pool and workers from around the world seek employment at U.S. gaming properties. This is presenting new challenges with guest service training for employees.
El buen servicio de cliente es demasiado imporportant ser dejado a la ocasión!
“If you can’t understand what that sentence means, then you can’t understand what I’m saying and you can’t learn,” says Martin R. Baird, president of Phoenix, Ariz.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry.
“Unfortunately, casinos often do staff training when not all the people in the room understand. Training is almost always in English even if many in the room are not fluent in English or have limited skills with that language.”
says casinos need to start training employees in their native tongue.
He offers the following five tips on why that kind of training is so important.
& Associates, Inc., is a guest service consulting firm that provides
specialty customer service training, management skills training, presentation
skills training, team building programs and employee incentive and recognition
programs for casinos. Baird has a Web site, www.casinocustomerservice.com,
that’s devoted to helping casinos improve their customer service so they
can compete and increase revenues. Robinson & Associates may
be reached at 480-991-6421. Baird may be reached by e-mail
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