worrying issue

[JIMSDAD]

He telephoned me at 4.30 today exasperated and vowing to never even contemplate coming to RH after being abused by the ticket staff!  Apparently, after holding on the line for 45 minutes at number 5 in the queue, he got through to be told that they were very busy and could he ring back or call in personally.  When he told them that he lives in Bradwell on Sea and that he had been waiting 45 minutes they said he could have tickets in the South Stand.  He said he wanted tickets in the West RBS enclosure and was told that it was South Stand or dont bother!  He said that he wont bother now or in the future!
quote]

I simply do not believe this persons claim that he has been treated this way.
Is nobody aware that the ticket office staff, usually a massive total of three of them, are ALL true and loyal SUFC supporters just like ourselves.  I have NEVER been greeted with anything less than total respect and professionalism from a smiling face, usually in busy and trying circumstances.  I often think to myself that I really would not like to be doing their job.  They get virtually nothing in the way of thanks for their efforts, whilst often being subjected to unpleasantness.  This I have witnessed.  I worked in a call centre environment for many years and can assure everybody that it is usually a thankless and depressing task trying to provide callers with the impossible.
All I can finally say and, Ron Martin, I hope you are reading this, is that I think the Club has finally got it right with ticketing and can we all give these people the credit they are due for helping to keep the people flowing through the turnstiles.

 

[Napster]

Quote[/b] (JIMSDAD @ Feb. 08 2006,11:53)]All I can finally say and, Ron Martin, I hope you are reading this, is that I think the Club has finally got it right with ticketing

Lets not be complacent- there's still improvements to be made.

 

[Jam_Man]

Quote[/b] (Napster @ Feb. 08 2006,11:54)]

All I can finally say and, Ron Martin, I hope you are reading this, is that I think the Club has finally got it right with ticketing

The club certainly havent got it right, we dont have as good a system as a year ago and they took 1 step forward, 3 steps back.

Whatever the ins and outs for the change the bottom line is the old online system was excellent and made buying and receiving tickets a walk in the park.

By replacing it with the current online system they have effectively removed the option to book online. I dont want to sit in row A!

The ticket desk may have improved but they wouldnt be under half the amount of stress and have half the "thankless work" if we could just book online like we should be able to!

 

[Matt the Shrimp]

Quote[/b] (Maisie Shrimper @ Feb. 08 2006,10:16)]this is an allegation that you have just made against the club mate, can this comment be removed by the moderator, otherwise this fourm will be in trouble. its the same as questioning attendance figures!!! and i'd hate for this site to be in trouble

It's probably a fair point if the matter is sub judice - to be on the safe side, I'll edit the comments.

Matt

 

[SOUTHEND UNITED FC]

I have read with interest and dismay the postings regarding the ticketing office operation.

The Club operated last season largely with only one full time and one part time member of staff and no dedicated telephone system and faced dozens of complaints each match about poor service. This season we have a dedicated telephone system for the ticket office that lets you know where you are in the queue and there are two full time and one part time member of staff permanently on duty as well as a new in door facility and automated collection facility. The phone system is regularly monitored for efficiency as are the ticket office staff and I was surprised that a purchaser at fifth in the queue took 45 minutes to be served as the average time serve a customer whose details the Club has is only two minutes. The complaints received at the Club with regard to telephone ticket sales and purchases made through the ticket office have been zero this season.

We are fully aware that there are issues with web ticketing which are being addressed and which hopefully will be implemented before the end of the season so that supporters will be able to purchase the seat of their choice. This facility will however be only available for periods leading up to a match and at some stage will be withdrawn so that the Club is not left with too many unreserved single seats.

There have been some difficulties with Season Cards issued right at the start of the issuing process and which the Club is gradually resolving. This problem was brought about by a combination of supplier software and hardware problems which were not evident at the time of issue but which have now been overcome. Season card holders who are still experiencing problems should arrange to contact Kathy Watkins, Ticket Office Manager on 08444 770077.

The issues raised on the ShrimperZone Board will be addressed and where necessary improvements will be made. In the meantime I apologise for any delays supporters may have suffered.

Regards,

Geoffrey King
Chief Executive
Southend United

 

[Norwichsufc]

My congratulations to you Mr King for posting this statement on here.
The club are watching and listening and hopefully the online system is going to change

 

[Shrimp in a Kilt]

Though I think most people would accept that there are still improvements that can be made, the running of the club on and off the pitch has changed for the better, and frankly beyond all recognition, in the the last two years. I just have to remember the Jobson ethos ("If you don't like it then eff off, andif you upset me my lawyer will be in touch") and look at the state the Millers are in to see that. Happy(ier) days!


PS how about chips at the hall then???

 

[Napster]

Quote[/b] (Shrimp in a Kilt @ Feb. 09 2006,11:57)]PS how about chips at the hall then???

and bacon rolls!

 

[Napster]

Actually, just spoke to the ticket office, was number one in the queue, spoke to a lovely lady, and was very impressed with the way they handled my problem.

Credit where credit's due.

 

[Leeboy]

Quote[/b] (Napster @ Feb. 09 2006,12:16)]Actually, just spoke to the ticket office, was number one in the queue, spoke to a lovely lady, and was very impressed with the way they handled my problem.

ticket office can sort out genital warts now?  blimey

 

[ldnfatso]

Quote[/b] (Leeboy @ Feb. 09 2006,12:21)]

Quote[/b] (Napster @ Feb. 09 2006,12:16)]Actually, just spoke to the ticket office, was number one in the queue, spoke to a lovely lady, and was very impressed with the way they handled my problem.

ticket office can sort out genital warts now?  blimey

bit off subject innit?

 

[Westcliff Shrimper]

Quote[/b] (SOUTHEND UNITED FC @ Feb. 09 2006,09:13)]I have read with interest and dismay the postings regarding the ticketing office operation.

The Club operated last season largely with only one full time and one part time member of staff and no dedicated telephone system and faced dozens of complaints each match about poor service.  This season we have a dedicated telephone system for the ticket office that lets you know where you are in the queue and there are two full time and one part time member of staff permanently on duty as well as a new in door facility and automated collection facility.  The phone system is regularly monitored for efficiency as are the ticket office staff and I was surprised that a purchaser at fifth in the queue took 45 minutes to be served as the average time serve a customer whose details the Club has is only two minutes.  The complaints received at the Club with regard to telephone ticket sales and purchases made through the ticket office have been zero this season.

We are fully aware that there are issues with web ticketing which are being addressed and which hopefully will be implemented before the end of the season so that supporters will be able to purchase the seat of their choice.  This facility will however be only available for periods leading up to a match and at some stage will be withdrawn so that the Club is not left with too many unreserved single seats.

There have been some difficulties with Season Cards issued right at the start of the issuing process and which the Club is gradually resolving.  This problem was brought about by a combination of supplier software and hardware problems which were not evident at the time of issue but which have now been overcome.  Season card holders who are still experiencing problems should arrange to contact Kathy Watkins, Ticket Office Manager on 08444 770077.

The issues raised on the ShrimperZone Board will be addressed and where necessary improvements will be made.  In the meantime I apologise for any delays supporters may have suffered.

Regards,

Geoffrey King
Chief Executive
Southend United

You have to give credit where credit is due - both Ron and Geoff weren't too keen on any of the fan's forums (both web and email based) in the early days, but they now realise that both are the future of communications...

Hats off...