Description
A guide to customer service in the casino industry in which the authors argue that investments in customer service are "activities in a positive-sum game, or what can be called a win-win game. The customer wins better enjoyment of products offered, and the casino wins with renewed and repeated patronage." Distributed for Gaming and Wagering Business.

Contents
Contents

Section One: Quid Pro Quos
1. Sticks and Stones
2. Wheelers and Dealers
3. The Eyes Have it
4. Bean Counting and Book Balancing
5. Sows' Ears and Silk Purses
6. Quid Pro Quos: Summation

Section Two: Sine Qua Nons
7. Chapter Lucky Seven—And Now for Something Completely Different... Customer Service
8. The Pyramid: All Power to the Customer
9. Mission Not Just Possible, Mission Imperative
10. Select 'Em and Elect 'Em
11. If You Don't Measure, You Don't Manage
12. Laughing with the Hostile Customer
13. No Laughing Matter: Sexual Harassment
14. The Games Teams Play
15. Leaders do it with Style
16. Dealing with the Hex of Theory X
17. The Empowered Elite
18. Don't Stress Out, Get Stress Out
19. Tell it Like it is... Important
20. Another Lucky 7 Plus a Snake Eyes
21. A Face and an Ace, Your Lucky Chapter

Appendix A
Appendix B
Index