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Post by garystash on Aug 11, 2016 9:38:22 GMT
I think it's fairly obvious that improvements could be made to the experience of dealing with the club as a customer. I've created this thread to serve as a log for when people have an experience when dealing with the club that they feel could be improved. My hope would be that someone from the club will read this thread and take action where appropriate. So I'll kick off with something that just happened that I thought needs re-organising... I had what I would term a "General Enquiry". Looking at the "contact us" page on the club website, I see a section called "General Enquiries" and a telephone number underneath. Brilliant - I think to myself - just what I need. So I phone said number, and am asked to listen carefully to the following options. I don't remember them all exactly but was something like... For club shop press 1For ticketing enquiries press 2For hospitality press 3For bars press 4 For media dept press 5. . . For General Enquiries press 9There were two things about this I found absolutely bizarre: - Never before have I ever telephoned a company and been presented with a total of TEN options. This needs distilling to a manageable amount. Trying to listen to the options and at the same time think "Is it one I need, or is it six? No it's 9" is not easy for the average person.
- I phoned a number listed as General Enquiries - so why was General Enquiries option nine in the list? Seems ludicrous to me!
I should balance this by saying the lady with whom I spoke was absolutely lovely, and that part of the experience was very positive. Now whilst some may feel I'm moaning about nothing, I think small stuff can be important (pie-gate springs to mind!). If your attention to detail during customer interaction is good, you stop looking like an amateur outfit and start looking like you know what you're doing.
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Post by Deleted on Aug 11, 2016 9:49:35 GMT
Fair thread.
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Post by Deleted on Aug 11, 2016 9:52:11 GMT
Renewing kids STs should be far easier rather than a brand new application.
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Post by Henbury Gas on Aug 11, 2016 9:57:10 GMT
I think it's fairly obvious that improvements could be made to the experience of dealing with the club as a customer. I've created this thread to serve as a log for when people have an experience when dealing with the club that they feel could be improved. My hope would be that someone from the club will read this thread and take action where appropriate. So I'll kick off with something that just happened that I thought needs re-organising... I had what I would term a "General Enquiry". Looking at the "contact us" page on the club website, I see a section called "General Enquiries" and a telephone number underneath. Brilliant - I think to myself - just what I need. So I phone said number, and am asked to listen carefully to the following options. I don't remember them all exactly but was something like... For club shop press 1For ticketing enquiries press 2For hospitality press 3For bars press 4 For media dept press 5. . . For General Enquiries press 9There were two things about this I found absolutely bizarre: - Never before have I ever telephoned a company and been presented with a total of TEN options. This needs distilling to a manageable amount. Trying to listen to the options and at the same time think "Is it one I need, or is it six? No it's 9" is not easy for the average person.
- I phoned a number listed as General Enquiries - so why was General Enquiries option nine in the list? Seems ludicrous to me!
I should balance this by saying the lady with whom I spoke was absolutely lovely, and that part of the experience was very positive. Now whilst some may feel I'm moaning about nothing, I think small stuff can be important (pie-gate springs to mind!). If your attention to detail during customer interaction is good, you stop looking like an amateur outfit and start looking like you know what you're doing. Try ringing Bristol city council help line.... now that is bad.....
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Post by Deleted on Aug 11, 2016 10:11:11 GMT
I think it's fairly obvious that improvements could be made to the experience of dealing with the club as a customer. I've created this thread to serve as a log for when people have an experience when dealing with the club that they feel could be improved. My hope would be that someone from the club will read this thread and take action where appropriate. So I'll kick off with something that just happened that I thought needs re-organising... I had what I would term a "General Enquiry". Looking at the "contact us" page on the club website, I see a section called "General Enquiries" and a telephone number underneath. Brilliant - I think to myself - just what I need. So I phone said number, and am asked to listen carefully to the following options. I don't remember them all exactly but was something like... For club shop press 1For ticketing enquiries press 2For hospitality press 3For bars press 4 For media dept press 5. . . For General Enquiries press 9There were two things about this I found absolutely bizarre: - Never before have I ever telephoned a company and been presented with a total of TEN options. This needs distilling to a manageable amount. Trying to listen to the options and at the same time think "Is it one I need, or is it six? No it's 9" is not easy for the average person.
- I phoned a number listed as General Enquiries - so why was General Enquiries option nine in the list? Seems ludicrous to me!
I should balance this by saying the lady with whom I spoke was absolutely lovely, and that part of the experience was very positive. Now whilst some may feel I'm moaning about nothing, I think small stuff can be important (pie-gate springs to mind!). If your attention to detail during customer interaction is good, you stop looking like an amateur outfit and start looking like you know what you're doing. Try ringing Bristol city council help line.... now that is bad..... You really are into Sadomasochism aren't you !
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Post by Deleted on Aug 11, 2016 10:15:45 GMT
I think it's fairly obvious that improvements could be made to the experience of dealing with the club as a customer. I've created this thread to serve as a log for when people have an experience when dealing with the club that they feel could be improved. My hope would be that someone from the club will read this thread and take action where appropriate. So I'll kick off with something that just happened that I thought needs re-organising... I had what I would term a "General Enquiry". Looking at the "contact us" page on the club website, I see a section called "General Enquiries" and a telephone number underneath. Brilliant - I think to myself - just what I need. So I phone said number, and am asked to listen carefully to the following options. I don't remember them all exactly but was something like... For club shop press 1For ticketing enquiries press 2For hospitality press 3For bars press 4 For media dept press 5. . . For General Enquiries press 9There were two things about this I found absolutely bizarre: - Never before have I ever telephoned a company and been presented with a total of TEN options. This needs distilling to a manageable amount. Trying to listen to the options and at the same time think "Is it one I need, or is it six? No it's 9" is not easy for the average person.
- I phoned a number listed as General Enquiries - so why was General Enquiries option nine in the list? Seems ludicrous to me!
I should balance this by saying the lady with whom I spoke was absolutely lovely, and that part of the experience was very positive. Now whilst some may feel I'm moaning about nothing, I think small stuff can be important (pie-gate springs to mind!). If your attention to detail during customer interaction is good, you stop looking like an amateur outfit and start looking like you know what you're doing. I bet they all go through to the same person!
I wonder if BRFC make any money from the phone calls?...genius if so, tinpot if not.
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Post by Topper Gas on Aug 11, 2016 10:24:42 GMT
You typed all that just because the club switchboard has 10 options rather than 5? What's the betting you'd have complained if we only had 5 options then found there were 2 or 3 more options when you selected one of them as seems the case with BT etc.
This thread must be a wind up by SH??
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Post by Henbury Gas on Aug 11, 2016 10:27:16 GMT
You typed all that just because the club switchboard has 10 options rather than 5? What's the betting you'd have complained if we only had 5 options then found there were 2 or 3 more options when you selected one of them as seems the case with BT etc. This thread must be a wind up by SH?? lol You are complaining about a complaining post....
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Post by Severncider on Aug 11, 2016 10:27:43 GMT
I have called Service Centres and had three options.
You chose one of these and then are presented with three options, you chose one of these and then are offered three options etc etc.
The main reason for this is to get to the correct person but as we have so few admin staff I'm sure there are times when the same person will answer.
Having said all that, the service I ALWAYS receive from Clare, Kay, etc is first class.
To sum up, there is no simple answer to your point.
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Post by knowall on Aug 11, 2016 10:52:24 GMT
Don't get out much do you?
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Post by tommym9 on Aug 11, 2016 11:23:08 GMT
There are lots of areas the club could do with improving on, especially on the customer service side of things.
Ordering a shirt for the new season went tits up and I had to send it back, let alone them only having 400 odd for the fun day. Little things like that will hopefully be addressed in the evolution!
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Post by Gas Go Marching In on Aug 11, 2016 11:33:45 GMT
Absolute balls up, the shirts for the start of the season, tickets for tonight unable to purchase the day before. Absolute joke. I can't believe they had the nerve to put they are working on it at 11.30 last night only for them to say you can't buy tickets today, so would have made no difference whatsoever.
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Post by Topper Gas on Aug 11, 2016 13:09:17 GMT
Absolute balls up, the shirts for the start of the season, tickets for tonight unable to purchase the day before. Absolute joke. I can't believe they had the nerve to put they are working on it at 11.30 last night only for them to say you can't buy tickets today, so would have made no difference whatsoever. Did you get an update on what cuased the problems as it's with a remote server etc you can't really blame the club? Shirts wise I'll give the club the benefit of the doubt this summer unless the same thing happens next season, or if we get to Wembley in May!
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Post by Gas Go Marching In on Aug 11, 2016 14:56:39 GMT
Absolute balls up, the shirts for the start of the season, tickets for tonight unable to purchase the day before. Absolute joke. I can't believe they had the nerve to put they are working on it at 11.30 last night only for them to say you can't buy tickets today, so would have made no difference whatsoever. Did you get an update on what cuased the problems as it's with a remote server etc you can't really blame the club? Shirts wise I'll give the club the benefit of the doubt this summer unless the same thing happens next season, or if we get to Wembley in May! Even if it was the serve then 1) it was pointless putting they are working on it at 11.30pm And 2) Why wait until lunchtike today to say we can't get tickets. I phoned the club 15-2 times this morning and emailed them both with no reply until I eventually seen the tweet about no tickets today. They could have nipped in the bud a lot earlier than that rather than keeping people hanging.
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Post by Deleted on Aug 11, 2016 15:15:02 GMT
... evolution not revolution... great caveat that!
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Post by Topper Gas on Aug 11, 2016 17:08:42 GMT
Did you get an update on what cuased the problems as it's with a remote server etc you can't really blame the club? Shirts wise I'll give the club the benefit of the doubt this summer unless the same thing happens next season, or if we get to Wembley in May! Even if it was the serve then 1) it was pointless putting they are working on it at 11.30pm And 2) Why wait until lunchtike today to say we can't get tickets. I phoned the club 15-2 times this morning and emailed them both with no reply until I eventually seen the tweet about no tickets today. They could have nipped in the bud a lot earlier than that rather than keeping people hanging. Midnight was always the cut off point, although disappointing that the club haven't explained what went wrong last night & also apologised. Perhaps my theory that somebody switched the computer off when they left work might well be right! I see you could still collect preordered tickets today so I'm not sure why there's a ban on selling them online at midnight if you have a Bristol address?
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Post by clockendgas on Aug 19, 2016 19:51:55 GMT
Just to say, phoned the club at 9am yeaterday for a swindle ticket, shop was busy and lady asked if i could call in, explained i couldnt so she took my details in a friendly and polite way, ticket arrived this morning, so well done to the club shop on a very busy week. utg
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Post by Deleted on Aug 19, 2016 20:48:33 GMT
Just to say, phoned the club at 9am yeaterday for a swindle ticket, shop was busy and lady asked if i could call in, explained i couldnt so she took my details in a friendly and polite way, ticket arrived this morning, so well done to the club shop on a very busy week. utg Wrong thread then.
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Post by clockendgas on Aug 19, 2016 20:59:22 GMT
Just to say, phoned the club at 9am yeaterday for a swindle ticket, shop was busy and lady asked if i could call in, explained i couldnt so she took my details in a friendly and polite way, ticket arrived this morning, so well done to the club shop on a very busy week. utg Wrong thread then. yeah well just thought i would post something positive, sorry but couldnt see the point in starting a whole new thread.
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Post by Deleted on Aug 19, 2016 21:10:45 GMT
yeah well just thought i would post something positive, sorry but couldnt see the point in starting a whole new thread. New thread would've been alright I reckon? Might not have got many similar stories mind ...
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