Customer Care - Customer Service

• So we can target marketng towards our largest customer group
• So we know how to react to certain customers
  • change customer servicec style to reflect their needs
• identify business customer base

Sustainability: allow the business to survive in the long term

• measure footfall to indicate customer numbers in zoological collections

• Geographic
  • customer location
  • region
  • country
  • urban/rural
  • competitor location
  • ACORN classification
• Demographic
  • gender
  • age
  • occupation
  • socio-economic group
  • education level

• Behavioural: the way in which people shop
  • rate of usage
  • loyalty status
  • benefits sought
  • readiness to purchase
• Psychographic: the way in which the customer views life
  • trends
  • attitudes
  • class
  • values
  • lifestyles
  • personality

Seasonal: people are most likely going to visit a zoo in summer.

• Good
  • positive
  • adjust service
  • listen to the whole issue
  • friendly
  • don't try interrupt the customer
  • being qualified
  • good product knowledge
  • answer questions quickly
  • pay attention
  • productive/efficient
  • welcoming
  • professional
  • mindful of disabilities
  • offering services
  • being approachable
  • good appearance

• Bad
  • ignoring the customer
  • not listening
  • not making customer aware of services
  • arguing with the customer
  • try solve the problem before hearing all the customers problem
  • bad attitude
  • not being able to answer questions
  • uninterested
  • swearing
  • getting angry at customer
  • being blunt/abrupt 

• Attitude
  • positive
  • welcoming
  • professional 
  • friendly
  • being respectful
• Interest
  • good product knowledge
  • pay attention
  • helping customers
  • interest in the job
• Action
  • adjust service
  • ignoring customer
• Verbal Language
  • swearing
  • being polite

• Body Language
  • good appearance
  • being approachable
  • open
• Tone of Voice
  • getting angry
  • gentle
  • clear speech
  • lower voice

We have the six pillars so we can provide good customer service.

• each customer type will like to be served in a different way, therefore, you can give each customer the best experience by changing the customer service techniques that you use.
• You must adjust your 6-pillar approach to the customer type. For example, be more respectful and professional to your analyst/driver but more friendly/welcoming to an amiable/expressive customer. An analyst may appreciate product knowledge more than an expressive customer.

• effective communication
  • Via TV adverts, phone, email, live chat, face to face, signs, webpages, social media
  • for complaints, questions, reviews
• courtesy and helpfulness
• appropriate dress and body language
• product knowledge

• good customer service can increase the number of customers you have in the future, as you get new customers and returning customers.
• if we had a bad experience, we will tell at least 10 people on average
• if we had a good experience, we will tell at least 1 person on average
• 71% of consumers who have had a positive social media experience will recommend to their family and friends.
• over 90% of customers will not return if they have a poor experience
  • customer retention
  • attract new customers
  • carry out purchase
• 78% of customers will bail on a purchase because of poor customer service
  • companies reputation
  • may allow you to raise prices
  • happy customers spend more
  • increase sales, revenue and profit