| 1.
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Define customer service and guest relations and explain why a focus on
customer service in important to success of the casino.(I)
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| 2.
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Identify and describe strategies for creating customer loyalty.(II)
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| 3.
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Analyze the value of a casino guest and determine the costs associated
with losing a customer.(I)
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| 4.
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Identify internal and external casino customers and explain how to
determine their needs and expectations.(II)
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| 5.
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Develop techniques and strategies for meeting customer needs and
expectations.(II)
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| 6.
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Demonstrate techniques for resolving a variety of customer complaints
and challenges.(II)
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| 7.
|
Identify and describe the roles and responsibilities of employees in
creating quality customer service and guest relations.(I-III)
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| 8.
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Identify , explain and demonstrate a variety of techniques and
strategies that may be used to improve communication within a casino
environment.(IV-V)
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| 9.
|
Identify strategies that may be used to develop effective teamwork
within a culturally diverse employment setting.(IV-V)
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|