For customer service staff and other colleagues working on safer gambling messages and tools, this new workshop is highly important, especially given that communication is often remote or digital in its nature. For those working with regular customers or VIPs, this allows delegates to consider the nature of the way they deal with customers who become ‘problem gamblers’. The workshop applies to both new and more experienced employees in a customer-facing role or those working in safer gambling departments.
The on-going issues for the gambling industry centre around its ability to show a duty of care towards all is customers, especially with regard to its perceived ‘problem gamblers’. With legislation changing rapidly, it is important that all staff are able to recognise their role in ensuring that customer care is of the highest quality, both from an organisational and an individual perspective.
This workshop will focus on the following areas: recognise our duty of care towards customers on safer gambling; identify our company mission for future safer gambling; recognise how to engage with problem gamblers; recognise current industry practice on problem gambling initiatives; identify personal characteristics in a customer service role.