Informal Learning and Customer Relationship Skills in Casinos in ...

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Informal Learning and Customer Relationship Skills in Casinos in ...

Informal learning and customer relationshipskills in casinos in Macao• 3) Managing patrons’ emotions at gaming tables• Gamblers often request a specific card and may cry, “My 12 needs a 9!” If thecard drawn is a 6 or 8, I can say, “Sorry, I was out of 9s, but that should getyou close enough to win.” (12)• If the gambler loses, I would show a facial display pretending to get surprisedat the gaming outcome. I think this practice works, and gamblers won’t easilyget their temper out of control. (34)• In baccarat, when I turn over my card which is 8, I would try to stand on thepatron’s side, calling out 9 in the hope of getting th e card he wants. If mine is9, I try to call out 9 for him in the hope of getting a draw. What I can do is tosay such nice words in the hope of appeasing th ecold atmosphere. (44)•• FEs’ responses need to be purposeful and situationally appropriate.They need to make sound judgement on particular contexts.

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