YIELDING CUSTOMER SERVICE

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While waiting for a leadership meeting to start last week, the topic of shift bids came up and how difficult they can be for the leader and some of the team members. I am going to digress from technology and throw out a thought piece concerning shift bids and customer service. For the purposes of this article, the concept will be called customer service yield (CSY).

For those unfamiliar, the shift bid process involves developing a schedule to cover all shifts followed by the team members selecting a shift. The selection is pretty much always performed in order of seniority. The other variable dis-cussed, customer service, is usually aggressively shopped by properties to ensure employees are providing certain performance indicators.

READ THE FULL ARTICLE BY DR. MIKE ESSIG IN THE FALL 2019 EDITION OF GAMING & LEISURE MAGAZINE.

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