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GRAND CASINOS INITIATE DIRECT ACCESS TO MANAGEMENT FOR GUESTS VIA SPECIAL IN-HOUSE TELEPHONES

 MINNEAPOLIS, Oct. 4 /PRNewswire/ -- The Mille Lacs Band of Ojibwe Indians, owners of Grand Casino Mille Lacs and Grand Casino Hinckley (Minnesota) have announced the introduction of guest (customer) service phones which will provide immediate access to management for the purpose of registering praise or complaints about any aspect of their experiences at either of the band's two casinos. Approximately a dozen pink-colored telephones will be placed throughout each casino for easy identification as a "delightful assistance" phone. Signage above each phone will read, "WE CARE WHAT YOU THINK. If you would like to speak with a member of our management staff, regarding the quality of service, please pick up the phone."
 The service, beginning Oct. 1, "is another element of Grand Casinos' mission to delight its guests (customers)," according to Jack Malisow, vice president of marketing for the two casinos. "When a guest has anything to address, be it a comment, an observation, words of praise or a complaint, they will be afforded access to someone in decision-making management within three rings after they've picked up the telephone handset, 24 hours a day, seven days a week. If that manager can't resolve a problem on the phone, he or she will meet the guest within five minutes in person to discuss the situation and act to resolve it to the guest's satisfaction immediately," Malisow said. He continued, "We genuinely care about our guests' input, pro or con, and will provide prompt, friendly and knowledgeable responses to their non-general information calls."
 -0- 10/4/93
 /CONTACT: Barry ZeVan of Grand Casinos, 612-449-7130/


CO: Grand Casino, Inc. ST: Minnesota IN: SU:

AL-CP -- MN003 -- 8288 10/04/93 10:47 EDT
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Publication:PR Newswire
Date:Oct 4, 1993
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