1. Customer Service
Unit 11
Pass 5

2. Chester Zoo
Produce a PowerPoint that explains how the zoo monitors and evaluates customer service and how this can improve customer service for both internal and external customers

3. Using the Chester Zoo PowerPoint
Describe the type of complaints the zoo receives
Explain how the zoo monitors and evaluates customer service (mystery shoppers, customer questionnaires, customer complaints, comparison with other providers like museums, etc, etc)

4. M3 and D2
Explain how the zoo can improve customer service by monitoring and evaluating what they do
Make the link between knowing what customers feel about the zoo and using this information to improve what they do (explain the link)
Explain how this helps three types of customer (1) customers like me and you, (2) the zoo itself as a customer and (3) the employees as customers