Customer Charter

Posted on: Fri 22 Sep 2006

YTFC

The Club would like to point out to supporters that our main point of contact for any complaints or suggestions to the club is The Supporter Liasison Representitive at Huish Park.

The Customer Charter Meetings are an important link between the club and the supporters and supporters are urged to contact the club via this department of the club by e mail if they have any problems or suggestions.

Any complaints or suggestions should be emailed to Sara Bradley at supporter.link@ytfc.net where they will be dealt with within 14 days.

Complaints and responses will be published on our Customer Service Charter Responses page here

Regular meeting are held and minutes of these meetings and dates for future meetings can be found here

The Yeovil Town Football Club Customer Charter

STAFF CONDUCT
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 it's
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.

In Addition:
- 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 satis-
faction in the clubs business.

CONSULTATION AND INFORMATION

- The club consults supporters on a regular basis through pub-
lic meetings organised by the Directors, fans forums, support-
ers' 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 consult-
ing 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.

TICKETING

Pricing
- 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
Allocation
- At least 5% of tickets to each game will be made available
to non season ticket holders.
Concessions
- Concessionary prices are available to juniors, senior citizens
and disabled supporters. Currently the clubs policy pro-
vides concessions to juniors up to 16 years of age and senior
citizens at the age of 65 for men and women.

MERCHANDISE

- 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 accord-
ance with its obligations under the sale of goods act.

COMMUNITY ACTIVITIES

Yeovil Town Football Club Community Scheme
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 us
ing registered and qualified staff in accordance with FA regulations and Code of Practice.
- Yeovil Town Football Club Community activities include:
- 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

ANTI-DISCRIMINATION POLICY

The club will continue to work alongside and with supporters to eliminate discrimination on the grounds of race, national-
ity, ethnic origin, colour, religion, disability, sex or sexual ori-
entation.
- Yeovil Town Football Club does not condone any sexual or
racially based harassment or other discriminatory behav-
iour, 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 de-
velop 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 be
haviour. Any person found using such language or behav-
iour may be banned by the club and the person con-
cerned may be liable for arrest and subsequent prosecu-
tion. This in turn may lead to a banning order being served
by the club.

Tackling Racism in Professional Football
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.
Ten Point Plan and Ongoing Campaign
1. 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.
2. The club uses its public address announcements to con-
demn racist chanting as part of the campaign.
3. The club strives to ensure that season ticket holders do not
take part in racist abuse.
4. The club takes action to prevent the sale of racist literature
both inside and around the ground.
5. The club takes disciplinary action against players who en-
gage in racial abuse.
6. The club contacts other clubs as required and when asked
to do so to ensure that they understand the clubs policy on
racism.
7. The club encourages a common strategy between all staff,
stewards and police for dealing with racial abuse.
8. The club removes racist graffiti from the ground as a matter
of course.
9. The club adopts an equal opportunities policy in relation
to employment and service provision.
10. The club works with other groups and agencies such as the
Professional Footballers association, supporters, schools, vol-
untary organisations, youth clubs, sponsors, local authori-
ties, local businesses and police, to develop an active pro-
gramme and raise awareness to eliminate racial abuse
and discrimination.

EQUAL OPPORTUNITIES POLICY

- Yeovil Town Football Club is an equal opportunities employer.
The club is committed to equality of opportunity within its organi-
sation and encourages a similar commitment from organisations
with which we have contact, either through our business or so-
cially.
- Equality of opportunity at Yeovil Town Football Club means that
we will not discriminate against or in any way treat less favour-
ably, any perons on grounds of race, nationality, ethnic origin,
colour, religion, disability, sex or sexual orientation in any of our
activities.

These activities include:
- 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:
- The Club provides an area of the ground exclusively for non-smoking supporters.
- Support for disabled spectators and their carers in designated areas.
- The person listed below can be contacted for details of our disabled facilities and ticket allocation - Sue Parsons, Ticket Office Manager on 01935 423888

Membership Scheme
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

Away Matches
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.

Cup Competitions
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.

Returns/Refunds
The club's policy on the return and distribution if unwanted tickets is as follows: 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 postponedafter 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
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.

AWAY SUPPORTERS

- 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.

MERCHANDISE

COMMUNITY ACTIVITIES

Yeovil Town Football Club Community Scheme
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.
- Yeovil Town Football Club Community activities include:
- 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

CUSTOMER SERVICE

Yeovil Town Football Club Customer Charter
- Our Customer Service Charter Contact is:
Sara Bradley, Telephone: 01935 423662 Ext. 200
e mail: supporter.link@ytfc.net

- 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 customer services manager will arrange meetings with supporters by prior arrangement

ANTI-DISCRIMINATION POLICY

- Yeovil Town Football Club is committed to confront and
eliminate discrimination on the grounds of race, national-
ity, ethnic origin, colour, religion, disability, sex or sexual ori-
entation.
- Yeovil Town Football Club does not condone any sexual or
racially based harassment or other discriminatory behav-
iour, 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 de-
velop 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 be