Monitoring customer service
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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 1 Customer Service 2. Why monitor customer service??.

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Monitoring customer service

Monitoring customer service

P5


Today you will

Today you will….

  • Look at different methods of monitoring customer service

  • Add to your work how Chester Zoo monitor customer service


Some examples

Some examples….

  • customer service by a FedEx driver

  • Customer Service 1

  • Customer Service 2


Why monitor customer service

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

How do Chester Zoo monitor??

  • Customer Questionnaires

  • Mystery Shoppers

  • Informal customer feedback

  • Complaints letter


Match the definition

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

Questionnaires


Monitoring customer service

Mystery Shoppers

Using the feedback from Mystery Shoppers Chester Zoo decides;

What the Zoo does well?

Where are we going wrong?

What improvements could be made?

Contact prior to visit

Feedback forms

Shops & restaurants

Animal exhibits & attractions

Overall perceptions


Customer feedback 2009 2010

Customer Feedback 2009/ 2010

Complaints

Compliments

2009 total: 540

2010 up to Aug: 354

2009 total: 140

2010 up to Aug: 64


Complaints procedure

Complaints procedure

1.Letters or telephone calls are followed up as fast as possible to apologise or set the record straight.

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

3.Complimentary tickets are sometimes used to unruffle feathers.

4.Points are then taken up inside the Zoo to sort out what went wrong.

5.Advice and information is obtained from the Animal Division if the complaint relates to animal management.

The key to dealing with all complaints is speed and being a good listener.


Your task

Your Task…..

  • Write why Chester Zoo monitors customer service

  • Write about four different ways Chester Zoo can monitor customer service


Today you have

Today you have….

  • Looked at different methods of monitoring customer service

  • Added to your work how Chester Zoo monitor customer service


Monitoring customer service

  • How to provide good customer service - video - Sclipo


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