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Customer Service

8.1. Chelsea FC regards excellent customer service as a top priority for the business. All complaints or general enquiries are initially channelled into our general enquiries department, telephone 0871 984 1955, and then routed to the relevant department if the enquiries operative is not able to give a satisfactory answer. General enquiries response times may vary due to the high volume of calls particularly when match tickets go on sale. Outside of these high volume periods,Chelsea is confident that response times are competitive with other clubs. There are no football industry standard response time targets set by any official football body.

8.2. If a customer is not satisfied with the immediate response, or if the issue is more complex, put the complaint in writing, either by email to customer.services@ or by letter to Customer Services, Chelsea Football Club, Stamford Bridge, Fulham Road, London SW6 1HS.

Once the letter or email has arrived with our Customer Service Co-ordinator a confirmation email will be sent to the customer within 48 hours to confirm the complaint has been logged and a reference number will be given. The logged complaint will then be passed to the relevant department to be dealt with direct with the customer.

8.3. Chelsea will use its best endeavours to respond to a written complaint within 14 days from receipt of the complaint. If it is felt the complaint cannot be resolved within that time, an acknowledgement of the communication will be made as an interim measure.

8.4. If you are still not satisfied with the response, you can contact the FA Premier League, whose charter can be found on . If you are still not satisfied the complaint should be forwarded to the Independent Football Commission. The IFC’s contact details can be found at theifc.co.uk or write to the IFC, University of Teesside, Middlesbrough, TS1 3BA.

8.5. We believe employees who enjoy a greater work experience are more likely to deliver a greater customer experience. Therefore our human resources strategy seeks to coordinate how people across the board join the company, how they are motivated and developed in the company and finally how they are acknowledged and rewarded.

8.6 Part of the Chelsea FC induction course for all new employees - full or part-time - emphasises the club’s total commitment to customer service. The Employee Handbook sets out Chelsea FC’s policy on sexual and racial harassment and warns that both are unlawful and unacceptable and subject to Chelsea FC disciplinary procedures.

All staff, members, supporters and applicants for employment will be regarded equally and be given equal opportunities irrespective of their race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

All staff agree a Personal Development Plan with their Managers and an annual training plan is widely published and delivered by members of the HR Department. The HR strategy has a major focus around communicating to the company the Mission, Vision and Values of the organisation. It provides workshop sessions for individuals at all levels in the business in specific skills development and to help staff understand their role in “making it real” for both the internal and external customers.

8.7. Launched in August 2005, the company now has a group-wide employee nomination program for excellence. Employees can be nominated throughout the month for a variety of positive customer service actions or targets including a letter of recommendation from a customer. There are a variety of rewards for levels of nomination.

A panel of senior managers reviews the nominees and appoints an overall winner for the month. These winners enter a pool for winner of the quarter and the winner for the quarter graduates to the pool for the employee of the year.

If you want to nominate a member of staff for an award write to Employee Nomination, Human Resources, Chelsea Football Club, Stamford Bridge, London, SW6 1HS.

8.8. Customers wishing to log satisfaction can do so in the following two ways: Either by email to customer.services@ or by letter to:

Customer Service,

Chelsea Football Club,

Stamford Bridge,

Fulham Road,

London

SW6 1HS

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