Online casinos are an exciting platform to spend time playing exciting casino games. There is a wide selection of slots and the games are very immersive. The best online casinos ensure that there is smooth gameplay and that everyone gets a fair chance of the game.
However, conflicts still happen. It is very common that when anything goes wrong while playing games, the players don’t want to solve their issues. They want the online casino authorities to solve it and give them empathy. The online casinos can train their support staff in conflict management. Here are some tips to train them.
When someone makes a complaint over the phone, don’t be defensive. Listen carefully to what the person has to say and then show empathy. This will help to build trust and the person will know that you will look into the situation fairly.
If you know the guideline to solve a particular problem, then solve it. Otherwise, take some time and say that you will get back to him later.
Record your communication
Always record the phone calls or save screenshots of your conversation. This will be very useful if things get out of hand, and you need to involve the higher authority to resolve the conflict.
If it was a mistake from your end for which the conflict took place, for example, due to faulty software, the customer couldn’t play a game or it took days to withdraw the winning money, ten provide compensation. It can be in the form of bonuses or coupons for dinner.
You should practice role-playing to understand and manage different situations. This way they will know how to solve problems in different situations.
You can arrange for formal training of the workers. The conflict management trainers use different tools for resolving conflicts and the workers will learn the best techniques.