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Slotland
An Innovative Approach to Customer Support
By John Hill
Customer Support is a key component for running a successful online casino. Slotland, established in 1998, has earned many awards in this category and is well known in the online industry for providing players with unparalleled support. Just as in land-based casinos, there is always someone available to help with player’s needs, questions or concerns. We interviewed Robert Rejnek, the Supervisor of Customer Support for Slotland.
GT: What makes your customer support different from other casinos?
RR: Communication with the player is the key. We take time to respond to our players personally. We don’t give stock answers or pat replies to their questions and many players actually know our support staff by name! We consider our players to be part of the Slotland family.
GT: So, do you believe that your strategy is successful?
RR: Of course! Our approach is concerned and friendly, and we are always open to suggestions.
GT: What kind of inquiries do you receive most often?
RR: Unlike many other casinos, we don’t receive many technical inquiries; not having to download reduces this type of problem to a minimum. Most inquiries concern changing passwords, switching credit cards or simple billing queries. Most questions can be resolved quickly, normally within 15 or 20 minutes. Some players simply like to discuss betting strategies or are unsure about the rules of our games. Our support staff often acts as gaming advisors.
GT: Anything else you’d like to tell our readers?
RR: Well, we’ve prepared an exclusive promotion for readers of Gambling Times. If they log on to our site http://www.slotland.com/TIMES, they’ll receive a $20 bonus for registering with us. I’m sure they will be more than pleased with the courtesy and special attention they receive when visiting us at Slotland.
GT: Thank you Robert.
This story was originally published in the Winter 2002-2003 issue of Gambling Times Magazine.
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