Customer Charter

[beezy babe]

BIAS have been asked to suggest changes for the Brentford FC Customer Charter. If you have any comments then please email us at the usual address of PM me directly.

http://www.bias.org.uk/news_story.php?id=58_0

 

[Banana]

My first suggestion is that the club actually follow their own charter. Despite well-publicised failing about the "customer" charter and ticketing the club still treats the charter and it's customers with complete contempt regarding answering their letters and emails etc.

 

[Ace Face]

What about Bias saying stick your customer charter until you answer our Soton Report?

Sadly many many fans (me included) just can`t be bothered anymore - the BU badges are selling well though.

 

[beezy babe]

What about Bias saying stick your customer charter until you answer our Soton Report?

Sadly many many fans (me included) just can`t be bothered anymore - the BU badges are selling well though.

If you can't be bothered then you can't moan when things aren't to your liking

 

[nocoat]

I think it is fine as it is!

THE BEES CHARTER

* Where required the club will acknowledge receipt of any contact from a customer within 7 days and a full written response, if deemed necessary will be provided within 14 days unless they are from Egham

* The club endeavours to ensure that all incoming telephone calls are answered within four rings and old ladies who answer will always be polite

* Ticket details for cup competitions are announced to supporters via the local press, match magazine, the club website and club call following discussions between the two clubs. They will always be 100% fair

* Griffin Park has a number of bird sh*t laden seats and these are clearly marked on the ticket at the time of sale.

 

[eghambee]

One of the first rules of Customer Service is to:

Only agree to things that you can fulfil.

Therefore, whatever is in the charter MUST be backed by the club that they can adhere to with their current levels of staffing and intelligence levels.

If they can't commit to it then don't put it in.!!!





*
In a survey of 600 senior UK managers by the Daily Telegraph / BT survey claims that the average rate of return of investment into improving customer service is about 10%
*
According to NOP, in 73% of cases where organisations made no attempt to persuade dissatisfied customers to stay, more than half of those customers surveyed said that a simple apology would have precluded them from moving to the competition
*
Reducing customer defections can boost profits by anything from 25% to a staggering 85%!
*
A report by the ICSA in the USA estimated that American companies spend a total of $84 billion every year compensating customers for bad service



These statistics are positive proof that paying particular attention to customer service is a financially rewarding investment.