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• It happened that a dealer retorted to the guests and the supervisor was afraid ofgetting involved, so the manager came and consoled the dealer and moved thedealer to another table. With this change, it’s easier to resolve the situation.(48)• Although the acquisition of such customer relationship skills cantake considerable effort, they have long-term advantages for FEs.• If FEs have the heart to offer good customer service, they will get an extralevel of security and also are unlikely to be on the firing list. By doing so,they’ll have greater chance of getting praise and promotion in this competitiveenvironment. (42)

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