Consistent and Reliable Customer Service
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Transcript of Consistent and Reliable Customer Service
• If you are pleased by something you tell 3 people
• If you are upset or annoyed you will tell people – (Richard Branson)
Why does Chester Zoo need excellent customer care?
• Chester Zoo rely heavily on repeat visits (79% of our visitors have been before)
• 96% of customers who have had a bad experience don’t complain they just don’t come back!
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Ensuring Customer Satisfaction
• confidence in service
• value for money
• repeat custom
• word of mouth reputation;
• internal customer satisfaction eg job satisfaction, teamwork
Staff training
• Security and First Aid
• Safety, Health and Environment
• Human Resources
• Customer Care
Customer Care TrainingStaff appearance guidelines
Chester Zoo’s vision, mission and values
Where are the …...?
Chester Zoo’s Customer Care expectations
Internal Customers
Specific departmental training
Dealing with complaints
Complaints procedure
•The customers pay your wages
Remember:
•The customers are always right
•Any complaints that you can’t resolve to the customer’s satisfaction must be passed to your line manager- if necessary all the way up to the Head of Visitor Services/Duty Admin Manager and the Director
•Richard Branson’s statistics
- even when they are wrong!
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.