||Yeovil Town FC Customer Charter
Customer Charter : Introduction
Football League recommendations are for all of their member clubs to produce and maintain a Customer Charter, designed to improve standards
of customer relations between each Football Club and their supporters. Yeovil Town's Customer Charter policy was implemented by the Media
and Communications Department at Huish Park, but from May 2006 responsiblity for responding to complaints and suggestions raised by supporters has become the brief of a club Supporters Liaison Representative.
The primary contact for the policy is Supporters Liaison Representative Sara Bradley whose details are also provided at the foot of this
page. Sara can be contacted on 01935 423662 Ext 200 and at the following dedicated email address:
The club say that any contact made "will be dealt with within 14 days" but later say that they
"will respond to any contact from a customer within a period of 30 working days". We are not sure of the exact distinction between the two, but
would recommend that if you do not at least get an acknowledgement within 14 calendar days that you chase up for a response and reference the
Customer Charter target response time in your second communication.
The club also run Achieve By Unity Fans Partnership meetings, roughly on a two-monthly basis, which from 2008-09 will include Supporters Group
Representatives elected by the fans. If you have an issue that you believe requires significant discussion, or do not feel that your complaint or suggestion has received an adequate or timely response under the Customer Charter guidelines, then you are fully entitled to request that the issue is submitted to the Achieve By Unity Fans Partnership meeting. Representation at the meeting may vary from time to time, but if you email Ciderspace with details of
your issue, then we will ensure that at least one of the Supporters Groups picks up your issue and brings it to the attention of those at
the next meetings. Email us at email@example.com
What follows below is the club's own view of what the Customer Charter represents. A copy of this charter should also be present on the club's
official site at all times. Should there be any discrepancies between the copy below and that on the official site, then please let us know
and we will attempt to resolve it.
The Yeovil Town Football Club Customer Charter
The Club Believes:
- Customer care starts on the inside, with a good staff team and work ethic.
- Always keep customers updated with progress reports whenever they have to wait.
- Remain courteous even in difficult situations.
- The club and its staff know they are offering a service and that they would like every customer to return.
- Do end every conversation on a positive note.
- No problem is too big that together we cannot solve.
- It is important to remember that people come first when offering a service.
- Friendly, helpful service with a smile and knowing your job and everyone's rights is the key.
- Forget the distractions, ensure that without being subservient the customer comes first and be sure to give them your full attention.
- Caring about your job will ensure you care about your customer.
- If you make sure each customer has something positive to say about you and the club, each customer will remain happy.
- Treat every customer, as you would like to be treated yourself.
- You should always aim to achieve ultimate customer satisfaction in the club's business.
Consultation And Information
- The club consults supporters on a regular basis through public meetings organised by the Directors, fans forums, supporters club sessions and
feedback through the club's official Internet site.
- The club publicises its position on major policy issues in a user-friendly manner via the
clubs matchday programme, specialist publications and the club's official Internet site.
- The club has and will continue to develop ways of
consulting with shareholders, sponsors, season ticket holders and other interested parties.
- The club gives the earliest possible public notice of
any changes to its ticketing policy and the reasons for the change.
- The club undertakes research on the design and the number of new strips and any other key branding decisions.
- The club continues to strive for wider access to its home matches by offering a broad range of ticket prices.
- The club operates a Season Ticket Discount Scheme to enable regular supporters first refusal on the choice of seat for all League
and Cup matches played at Huish Park.
- At least 5% of tickets to each game will be made available to non season ticket holders.
- Concessionary prices are available to juniors, senior citizens and disabled supporters.
- Currently the clubs policy provides concessions to juniors up to 16 years of age and senior citizens at the age of 65 for men and women.
- The club's supporters are allocated tickets for away matches and where the demand is expected to exceed the allocation received,
the club will give priority to season ticket holders and supporter members.
Returns/Refunds. The club's policy on the return and distribution of unwanted tickets is as follows:
- Tickets for cup competitions are priced at normal league admission prices unless stated or as mutually agreed with the visiting club.
- Season ticket holders can claim their allocated seat during a priority sales period.
Restricted View Tickets:
- Supporters are not entitled to return tickets for a refund.
- Any unwanted tickets i.e. unclaimed season ticket holders tickets for cup competitions will go on sale to the general public
after the priority sales period has ended.
- For each match all the relevant sales times are advertised.
- If a match is postponed after spectators have been admitted to the ground but before the match has kicked off, ticket holders
and any spectators having entered the ground will be offered free admission to the re-arranged game.
- If a match kicks off but is abandoned before commencement of the second half spectators in attendance at the match will
be offered admission to the re-arranged game for 50% of the admission price they paid to attend the original fixture.
- Restricted view tickets will only be offered for sale once all other tickets for that area of the ground have been sold.
- These tickets will be clearly marked and offered for sale at the lowest available price for that area.
- The club abides by Football League Regulations governing the allocation of tickets to visiting clubs.
- The club does not charge admission prices or pre-booking fees to supporters of a visiting club, which are higher than
those, charged to our own supporters for comparable facilities.
- In particular pre-booking concessionary rates offered to junior, senior citizen and the disabled supporters apply
to supporters of a visiting club.
The club runs membership schemes for adults and juniors providing the following benefits:
- All the money raised through membership schemes will be invested into Yeovil Town FC and you will therefore be contributing
to the success of the team, youth development and the continued improvement of the stadium.
- Priority allocation of tickets for all home Cup, friendly and play off matches
- Priority allocation for away matches
- No booking fees payable on pre-match ticket ordering
- Away travel booking service
- The club endeavours to ensure that all replica strip designs shall have a minimum lifespan of one season.
- The club will provide supporters with information on replica strip launch dates.
- The club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strips.
- The club offers refunds on merchandise sales in accordance with its obligations under the sale of goods act.
Yeovil Town Football Club Community Scheme:
Yeovil Town Football Club Community activities include:
- The club is committed to developing a strong community partnership in Somerset and Dorset.
- The club carries out it's Football in the Community obligations using registered and qualified staff in accordance with FA regulations
and Code of Practice.
- Women's Football development
- School in-term coaching courses
- Football Fun Days
- Youth and Schools tournaments
- Working with special schools and young people with disabilities
- Football skill programmes for people with special needs
- Learning through football schemes
- Participation and visits by the first team managers, coaches and players
Our football in the Community Officer, based at Huish Park, is: John Flatters - Tel: 01935 423662
Tackling Racism in Professional Football:
- The club will continue to work alongside and with supporters to eliminate discrimination on the grounds of race, nationality, ethnic
origin, colour, religion, disability, sex or sexual orientation.
- Yeovil Town Football Club does not condone any sexual or racially based harassment or other discriminatory behaviour, whether physical
or verbal and works with others to ensure such behaviour is met with the appropriate action in whatever context it appears.
- Yeovil Town Football Club supports the Football Association and the other football bodies in their commitment to develop ongoing
training and awareness-raising activities in order to promote the eradication of discrimination.
- Yeovil Town Football Club does not condone the use of racist language or behaviour inside or outside Huish Park.
- Whether home or visiting supporters are responsible, the club seeks to eliminate unacceptable and anti-social behaviour.
Any person found using such language or behaviour may be banned by the club and the person concerned may be liable for arrest and subsequent
prosecution. This in turn may lead to a banning order being served by the club.
Ten Point Plan and Ongoing Campaign:
- The club recognises that Professional football has made significant attempts to tackle the issues of racism in recent years.
- The governing bodies have committed themselves to the campaign and have been keen to spread the message through their members.
- The "Let's Kick Racism Out of Football" campaign was launched in 1993 with a ten-point action plan.
- The club has issued a statement stating they will not tolerate racism, spelling out the action it will take against those engaged
in racist chanting. These objectives have been printed in the matchday programme and displayed prominently around the ground, from time to time,
as part of an ongoing campaign.
- The club uses its public address announcements to condemn racist chanting as part of the campaign.
- The club strives to ensure that season ticket holders do not
take part in racist abuse.
- The club takes action to prevent the sale of racist literature both inside and around the ground.
- The club takes disciplinary action against players who engage in racial abuse.
- The club contacts other clubs as required and when asked to do so to ensure that they understand the clubs policy on racism.
- The club encourages a common strategy between all staff, stewards and police for dealing with racial abuse.
- The club removes racist graffiti from the ground as a matter of course.
- The club adopts an equal opportunities policy in relation to employment and service provision.
- The club works with other groups and agencies such as the Professional Footballers association, supporters, schools,
voluntary organisations, youth clubs, sponsors, local authorities, local businesses and police, to develop an active
programme and raise awareness to eliminate racial abuse and discrimination.
Equal Opportunities Policy
These activities include:
- Yeovil Town Football Club is an equal opportunities employer.
- The club is committed to equality of opportunity within its organisation and encourages a similar commitment from organisations
with which we have contact, either through our business or socially.
- Equality of opportunity at Yeovil Town Football Club means that we will not discriminate against or in any way treat less
favourably, any perons on grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation in any of our
The club provides:
- The advertisement of jobs
- The selection of candidates for employment or promotion
- Job location or working environment
- Pay and employment terms and conditions
- Internal and external training activities and awards
- The Club provides an area of the ground exclusively for non-smoking supporters.
- Support for disabled spectators and their carers in designated areas.
- The following person listed can be contacted for details of our disabled facilities and ticket allocation -
Sue Parsons, Ticket Office Manager on 01935 423662.
Our Customer Service Charter Contact is:
- Sara Bradley: Telephone: 01935 423662 Ext.200
- e-mail: firstname.lastname@example.org
- The club will respond to any contact from a customer within a period of 30 working days.
- The club would normally respond by either letter or e-mail.
- If a customer requests a response by telephone he/she will receive one.
- The Supporters Liaison Representative can arrange meetings for supporters by prior arrangement.