1. Monitoring customer service P5

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

3. 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

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

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

6. 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?”

7. Questionnaires

8. 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

9. Customer Feedback 2009/ 2010 2009 total: 540 2010 up to Aug: 354 2009 total: 140 2010 up to Aug: 64 ComplaintsCompliments

10. 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.

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

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

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