Continued ticket madness?

Quoted from HertsGTFC

The Mrs called the ticket office today and got our Kiddy tickets over the phone by quoting our season ticket number, she asked if they could post them out as we live out of Town (we would have paid BTW) and she was told that "we don't post tickets out"????  

Very strange. I managed to order a ticket for the Kidderminster game online earlier this week and selected the 'Special Delivery' option as it was listed on the website as costing 50p. The following day I received an e-mail telling me my ticket was ready for collection from the club shop. I replied to explain that I'd asked for the ticket to be posted to me, and then assuming that I'd already paid 50p for delivery (on top of the 50p per ticket charge they already impose on each online order) i suggested they could simply send the ticket to me second class to save on postage. I got a reply back saying that they would post the ticket to me, however there would be an additional charge of £6.75 (!) for 'Special Delivery'. I wasn't given a chance to question that postage charge or to select a cheaper postage method, so it's now cost me a total of £24.75 to buy a ticket that should have cost £17 because they don't have the postage costs on their online store set up properly!

They've always been fine with me in the past too, I suppose it depends on who you deal with and what mood they're in though.

I phoned the club shop this morning to get a ticket for the Kiddie game (anyone got a spare seat btw?) and was quoted £6.75. Also find it strange they don't post out season tickets but nevermind, no biggie.

I only ring the ticket office a few times in a season,

I have always found them to be helpful and friendly,

Apart from once, the young lady must have been having a bad day.

Always found the girls brilliant when I go . The problems I see is when a customer  doesn't know where he or she wants to be , half way up in the middle , next to my friend,  not knowing the stand etc . Very frustrating for all , not the girls fault.  For the few who complain there are far more that are very satisfied .

Quoted from DocTower

  For the few who complain there are far more that are very satisfied .

True, but thats the nature of any customer facing organisation. You should strive to continuously improve so more and more are happy with the service

Maybe it would be better for those with gripes to formally address them directly with the club, maybe to the chief exec & copying in the trust?

I would add that the new 'open plan' lay out is much more customer friendly

Complaints of any nature should be seen as a golden nugget for they are opportunities for your company to improve, satisfy more customers, improve the experience of your customers and hopefully increase spend or encourage repeat business. Basic customer service.

From the customers viewpoint, if you dont complain officially then the organisation cannot improve as it isnt aware there is something wrong, Brits as a rule are great at grumbling but not great at officially complaining, an official complaint may resolve your issue quickly, prevent it happening to anyone else and even see you get an official apology or other reward to show you are a valued customer.

Everyones a winner.

Football customer service is fairly unique beast as the 'customers', ie the fans are usually a loyal bunch and will consistently return as going to another club isn't an option, it's not like going to a restaurant and choosing another one after a bad experience. How we grow is through positive vibes, easy-as-possible ticket purchasing/collecting and people generally being as helpful as they can be. A season ticket holder wanting a couple of tickets for Kidderminster away should be seen as a brilliant thing as they're buying TWO tickets for another person who might not be a season ticket holder, which is a potential future market. We need clear communication, actually allow people to spend their money and maybe a bit of good-will for the diehards.

...Common sense and a smile, let's get on it!

Have always found the ticket office to be very good to be fair. Reading these threads was panicking a little but have found them to be great again as I got my tickets for Kiddy sorted. Only problem I had was a bad phoneline which as I was on a train I don't think I can blame the ticket office for.

I think they sometimes forget it's us that keep them in a job.