CASINO CUSTOMER SERVICE

CASINO CUSTOMER SERVICE

The 5 E’s Of Customer Service developed by nick ippolito

These are the five values I use to instill customer service techniques to employees. They each encompass a variety of skills, tricks, philosophies and beliefs that employees can use during their work shift when dealing with external and internal customers.

I awaken employees how to separate their SKILLS from their JOB. It is essential to separate the two in order to be successful in their customer service careers. I ingrain into their work “DNA” that Customer Service is Psychology over Policy. Casinos use me to teach non-gaming employees the vital importance of understanding and dealing with the Gambler’s psychology.  The most important aspect I teach is that Employees MUST understand that they are each other’s Customers, first & foremost. If It Doesn’t Happen Internally It Won’t Happen Externally.

deliverables:
  • Psychology over Policy
  • Protect the Customer Experience
  • Analyzing the Mission Statements
  • Approach every situation with Empathy

I give them an arsenal of power packed tools to successfully deliver extraordinary customer service to each and every guest:

  • Being Knowledgeable
  • Anticipate Questions & Problems
  • Add Empathy to Every Situation
  • Communicate Your Role in the Most Believable Manner
  • Having Customer Perspective
  • Employee Empowerment
  • Adding value and integrity to every interaction
  • Be Interested not Interesting
  • Avoid One Word Responses
  • Anticipate Customers’ needs
  • Service Recovery
  • And so much more
Customer Service Training refers to teaching employees
the knowledge, skills, and competencies required
to increase customer satisfaction.

Clients

These are some of the companies we are proud to call our clients!

A FEW WORDS FROM THE BOSSES

“Nick is NOT a consultant. He is a trainer and a specialist. Nick proves that what he teaches WORKS. He produces results and drives immediate revenue!!"

RICHARD ST. JEAN

COO of Morongo Resort & Casino

Nick Ippolito
5
2020-06-09T14:32:02+00:00

RICHARD ST. JEAN

COO of Morongo Resort & Casino

“Nick is NOT a consultant. He is a trainer and a specialist. Nick proves that what he teaches WORKS. He produces results and drives immediate revenue!!"
“Shout out to Nick For a great host training at Pechanga Resort &Casino. I highly recommend his curriculum to anyone looking to enhance their host teams tool kit for success”

Bill Anderson

CMO at Pechanga Resort & Casino

Nick Ippolito
2020-08-04T16:55:53+00:00

Bill Anderson

CMO at Pechanga Resort & Casino

“Shout out to Nick For a great host training at Pechanga Resort &Casino. I highly recommend his curriculum to anyone looking to enhance their host teams tool kit for success”
“Nick provides effective techniques for communicating with players that will guarantee better closing ratios. The one-on-one training is what separates Nick's seminar from so many others”

Michael Newsome

Casino Host Golden Nugget Lake Charles

Nick Ippolito
2020-12-16T12:36:56+00:00

Michael Newsome

Casino Host Golden Nugget Lake Charles

“Nick provides effective techniques for communicating with players that will guarantee better closing ratios. The one-on-one training is what separates Nick's seminar from so many others”
“After your training I feel like I have a purpose, like my casino host job and title mean something”

Kristina Gutierrez

Casino Host Desert Diamond Casino

Nick Ippolito
2020-12-16T12:41:34+00:00

Kristina Gutierrez

Casino Host Desert Diamond Casino

“After your training I feel like I have a purpose, like my casino host job and title mean something”
“I really enjoyed Nick Ippolito's seminar. he is passionate and knowledgeable and just wants to share with other hosts. Hosting is my passion, but NOW I realize we are a business, and tho being a great host is valuable, we also are striving to further the interest of our tribe.”

Dottie McReynolds

Cherokee Casino Tulsa Oklahoma

Nick Ippolito
2020-12-16T12:44:13+00:00

Dottie McReynolds

Cherokee Casino Tulsa Oklahoma

“I really enjoyed Nick Ippolito's seminar. he is passionate and knowledgeable and just wants to share with other hosts. Hosting is my passion, but NOW I realize we are a business, and tho being a great host is valuable, we also are striving to further the interest of our tribe.”
“Nick's energy was a shot in the arm for our staff and he really could have been talking about anything! The material was targeted, but the biggest eye opener was to have a longtime casino employee so excited about what it is we do”

Ben White

General Manager | Gilpin Casino CO

Nick Ippolito
2020-06-11T09:59:40+00:00

Ben White

General Manager | Gilpin Casino CO

“Nick's energy was a shot in the arm for our staff and he really could have been talking about anything! The material was targeted, but the biggest eye opener was to have a longtime casino employee so excited about what it is we do”
"Thank you Nick, for the one on one telemarketing training at Seneca Niagara. I feel much more comfortable reaching out to inactive guests after using your techniques!"

Amy Edmond

Player Development Executive at Seneca Buffalo Creek Casino

Nick Ippolito
2020-12-16T12:47:04+00:00

Amy Edmond

Player Development Executive at Seneca Buffalo Creek Casino

"Thank you Nick, for the one on one telemarketing training at Seneca Niagara. I feel much more comfortable reaching out to inactive guests after using your techniques!"
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