Take a second and check
True or False
When taking a second to check, listening to what a customer says is all you need to do.
False. It's also important to pay attention to how they say it, including their tone, word choice, and hesitation.
True or False
A customer thinks a request for more information means their prize claim has been rejected. You should correct the misunderstanding of claim process before addressing what concerns them.
False. First, ask what concerns them and listen. Then explain why you need more information and clarify the claim process.
True or False
If a customer says “No thanks” to support, continuing to explain the resource may feel like pressure.
True. Respect the customer's choice and leave the information available for later.
Customer: “I'm worried I'll use this prize to gamble again.”
A: “Make a budget before you spend anything.”
B: “Thank you for telling me. Can you tell me more about your worries?”
Q: Which response is better?
B. It explores the concern before giving advice.
Customer: “I need this prize to pay rent. I spent my rent money on tickets trying to win back my losses, then borrowed more to keep playing. I keep telling myself I’ll stop, but I can’t.”
Q: What signs of gambling harm do you notice?
Chasing losses, spending rent money, borrowing to keep gambling, difficulty stopping and relying on a prize to pay rent.
Customer: “I've explained this three times! My claim is delayed, I can't sleep, and nobody is listening!”
Q: How should you approach the conversation?
Acknowledge their frustration and trouble sleeping. Ask what concerns them most, then listen without interrupting before discussing next steps.
Customer: “My family depends on me financially, but I’m spending the money they need on lottery tickets, hoping to win a jackpot so I can give them more.”
Q: What's your next step?
Acknowledge their wish to support their family and the financial impact of buying tickets. Ask permission to share a support option, such as the Virtual PlaySmart Centre, and respect their choice.
Customer: “My daughter says I'm always checking tickets instead of spending time with the family.”
Rep: “Everyone gets distracted by their phone. I wouldn't worry about it.”
Q: What's wrong with this response?
It brushes aside the customer’s concern and assumes there’s no problem.
Customer: “I’m eager to claim my prize, but it barely covers what I’ve spent. I spent $500 on ticket packs in the past two months. How do I know these games are fair?”
Q: How would you respond?
“I see your concerns about fairness and how much you’ve spent on tickets. Let’s talk about both.”
Customer: “I’ve taken out loans to keep gambling, and now I can’t make the repayments. My partner doesn’t know about the debt, and I’m scared to tell them.”
Q: What open question could you ask?
That sounds difficult to carry on your own. How has the debt been affecting you?
Customer: “No. I don't want a hotline or website. I want my prize.”
Q: How would you respond?
“Of course. Thanks for letting me know. Let’s focus on your claim and work through your questions together.”
Customer: “I heard about the PlayBreak program. Please let me know how it works.”
Rep: “You can find useful information on the PlaySmart website.”
Q: What would you say?
“Absolutely, I am happy to walk you through it. My PlayBreak lets you choose a break from Ontario casinos, charitable gaming centres or OLG.ca and restricts access for that period. Where do you usually gamble? We can look at your options and how to enrol together.”