The casino dealer has an interesting role. They can be classed as entertainers, conductors, and customer service representatives all in one. The best dealers know how to work in high-pressure scenarios while still maintaining a sense of ease, keeping their clientele engaged whether winning or losing. In this article, we’ve looked at some lessons that can be learned from this important customer-facing role.
Product Knowledge is Paramount
When a casino visitor sits at a table, they expect several things. Firstly, they want to know that the game is as fair as advertised. They also expect that the dealer, or “croupier”, has a solid awareness of the game they are hosting. This ensures a fast, smooth game that won’t be hindered by misunderstandings or poor dealings.
For example, croupiers should know the poker combinations inside and out, including the difference between a royal flush, a straight flush, and a full house. They will then be able to call the winner confidently and efficiently. Customer care agents will also benefit from knowledge of their employers’ products, reducing frustration and misunderstandings in the process.
Keep Emotions in Check
Although the croupier is the face of the company, they also must master the act of portraying a sense of neutrality. This means that they must not try to act as though they’re personally invested in the house losing, nor should they overly celebrate when a player wins.
Instead, the dealer must stay calm and professional. Customer service representatives in other sectors can use this same tactic to communicate a sense that they are there to service the customer without trying to “win” on behalf of their employer. Only if things get heated should a different approach be taken.
Be Empathetic and Observant
Sometimes, a customer may contact support because they are overwhelmed by a situation. While croupiers have the benefit of reading body language, customer service workers can keep an open ear to changes in voice tones or vocabulary. Responding to frustration and unease with a caring tone can go a long way to reduce tension.
Prioritise Efficiency and Entertain
A seasoned casino dealer understands that the faster the game moves, the more satisfied players will be. This is not to say that they should rush players excessively, but they should be able to guide the pace of the game whilst making the player feel valued. Customer service follows the same principles.
Of course, with many dealers earning money through tips, there is an added benefit to being humorous and charismatic. Depending on the situation or employer, customer care staff can benefit from adding a little levity to the situation and can help the customer feel trusting and at ease.
Keep Cool Under Pressure
Few entertainment environments are as high-pressure as a casino. The hours can be long, and inebriated or difficult customers are common. To thrive, they must develop an ability to shake off negative interactions, ensuring they don’t impact future interactions with players. Customer care staff who can do this will benefit from less emotional burnout, greater job satisfaction, and consistent service.
Lessons from the Croupier
The diverse role of casino dealers can provide valuable lessons to customer service staff striving for excellence. By maintaining strong product knowledge, controlling their emotions, maintaining empathy, and working efficiently, care staff can provide service that is beneficial to themselves, their employers, and their clients.
