1. Evaluating customer service P4

2. Today you will….  Look at how Chester Zoo evaluate customer service  Add to your work how Chester Zoo evaluate customer service

3. Last lesson…  Can you remember how customer service is monitored at Chester zoo?  Customer Questionnaires  Mystery Shoppers  Informal customer feedback  Complaints letter

4. Why evaluate customer service??  To identify the areas which need improving  To ensure Chester Zoo is providing good customer service  To look at repeat customers & new customers

5. From questionnaires…  Can see where people come from What was your main reason for visiting the Zoo today?

6. How would you rate your visit today overall using a scale of 1-10? At a glance can see how customers rate their day out

7. Informal Customer feedback  How do you think it is evaluated??  Tell manager  Notice same response it can improved or promoted

8. Customer Feedback

9. Your Task….  Write why Chester Zoo evaluate customer service  Explain two different ways Chester Zoo can evaluate customer service, use screen shots and detailed information from your sheet.

10. Mystery Shoppers…. Mystery Shoppers - Expectations

11. Mystery shopper - Overall feelings

12. Complaints letter The complaint is recorded for future reference Points are taken up inside the Zoo to sort out what went wrong Advice and information is obtained from the Animal Division if the complaint relates to animal management

13. Your Task…..  Add to your work mystery shoppers and complaints letter, using screen shots and detailed information from your work sheet