Robinson & Associates, Inc., Teams with Service Sleuth to Provide Customer Service Mystery Shopping for Casinos
Robinson & Associates, Inc., a casino customer service consulting firm, has teamed up with Service Sleuth to offer mystery shopping that provides results within a day instead of weeks.
(PRWEB) May 9, 2005 -- Robinson & Associates, Inc., a casino customer service consulting firm, has teamed up with
Service Sleuth to offer mystery shopping that provides results within a day
instead of weeks and comparisons to the level of service at other
casinos.
“A recent survey by Yesawich, Pepperdine, Brown & Russell
(www.ypb.com) and The Innovation
Group (www.theinnovationgroup.net) shows that 84 percent of casino
customers rate service as extremely important,” says Martin R. Baird, chief
executive officer of Robinson & Associates. “Other areas of interest to
casino guests, such as games, entertainment and food and beverage, weren’t even
close in importance.
“Casinos need to ask themselves a serious question
– what is the quality of their customer service right now? With Service Sleuth,
we can answer that question very quickly.”
Baird said his company and
Service Sleuth also can take mystery shopping to the next level by showing
casinos how their service stacks up against similar properties. Those properties
are not named to keep their shopping results confidential.
“Typically,
casinos wait weeks to receive the results of their customer service mystery
shops because the data must be entered into computers from paper reports
submitted by the shoppers,” says Tom Mills, executive vice president of Service
Sleuth. “Shoppers for our company input their findings online and results are
available to casinos at a special Web site as quickly as the same day of input.
The data is available to Service Sleuth clients online 24 hours a day, seven
days a week.”
Mills is licensed as a private investigator in Nevada, a
state requirement to conduct mystery shopping.
Based in Annapolis, Md.,
Robinson & Associates, Inc., is a customer 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 the gaming industry. The company’s Web site, CasinoCustomerService.com, is devoted to helping casinos
improve their customer service so they can compete and increase revenues. The
company may be reached by phone at 480-991-6420 or by e-mail at e-mail protected
from spam bots. Robinson & Associates is a member of the Casino Management
Association and an associate member of the National Indian Gaming
Association.
A division of Howard Services in Franklin, Mass., Service
Sleuth is a mystery shopping and customer data collection company with
clients in gaming and other industries.
Contact:
Martin R. Baird
Robinson &
Associates, Inc.
CasinoCustomerService.com
480-991-6420
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Source : http://www.prweb.com/releases/2005/5/prweb237145.htm