Monitoring customer service P5. Today you will….  Look at different methods of monitoring customer service  Add to your work how Chester Zoo monitor.

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Monitoring and Evaluating Customer Service
P5.
Monitoring and Evaluating Customer Service
Presentation transcript:

Monitoring customer service P5

Today you will….  Look at different methods of monitoring customer service  Add to your work how Chester Zoo monitor customer service

Some examples….  customer service by a FedEx driver customer service by a FedEx driver  Customer Service 1 Customer Service 1  Customer Service 2Customer Service 2

Why monitor customer service?? One simple reason…..  If a business does not know what customers want they can not provide it

How do Chester Zoo monitor??  Customer Questionnaires  Mystery Shoppers  Informal customer feedback  Complaints letter

Match the definition  This method of monitoring can evaluate customer service from a customers point of view and can monitor: speed, attitude of staff and quality of service  This method can be filled in by large number of customers, it gives a quick snap shot of the customers likes and dislikes of Chester Zoo  This method can monitor problems which may happen. If Chester Zoo receives a few of these about the same problem they will know they have to improve that area.  This is a cheap, easy and informal way of getting customer feedback. This could include standing at the exit and asking customers “did you enjoy your day?”

Questionnaires

Using the feedback from Mystery Shoppers Chester Zoo decides; What the Zoo does well? Where are we going wrong? What improvements could be made? Mystery Shoppers Contact prior to visit Overall perceptions Animal exhibits & attractions Shops & restaurants Feedback forms

Customer Feedback 2009/ total: up to Aug: total: up to Aug: 64 ComplaintsCompliments

Complaints procedure The key to dealing with all complaints is speed and being a good listener. 5.Advice and information is obtained from the Animal Division if the complaint relates to animal management. 1.Letters or telephone calls are followed up as fast as possible to apologise or set the record straight. 3.Complimentary tickets are sometimes used to unruffle feathers. 2.If in the Zoo, try to move away from crowds to a quieter area. Sit the visitor down, if possible, find out their name and give them your name. Stay calm and polite 4.Points are then taken up inside the Zoo to sort out what went wrong.

Your Task…..  Write why Chester Zoo monitors customer service  Write about four different ways Chester Zoo can monitor customer service

Today you have….  Looked at different methods of monitoring customer service  Added to your work how Chester Zoo monitor customer service

 How to provide good customer service - video - Sclipo How to provide good customer service - video - Sclipo

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