Customer Service at White Hart Lane

[mizelo9]

Please answer these questions:
1. Are you a member of THFC?
2. How easy do you find it to buy tickets for games?
3. Are directions to seating in the stadium adequate?
4. How could they be improved?
5. Is it easy to identify stewards and other security staff in the ground?
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground?
7. Have you experienced any problems within the ground?
8. Do you feel safe when you are in the ground?
9. Is it easy to buy food and drink within the ground?
10. Do you consider food and drink in the ground to be good value for money?
11. How adequate are the toilets facilities within the ground?
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency?
13. Do you have any suggestions as to how customer service could be improved?

Thank You

[rdless]

Please answer these questions:
1. Are you a member of THFC? ST holder
2. How easy do you find it to buy tickets for games? Haven't had to try as ST holder, but hear that it depends on the game.
3. Are directions to seating in the stadium adequate? Yes - Always staff available to help
4. How could they be improved? No need
5. Is it easy to identify stewards and other security staff in the ground? Yes
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? Never had the need of difficult situation but there are many stewards available.
7. Have you experienced any problems within the ground? No
8. Do you feel safe when you are in the ground? Yes unless you are a gooner with a Sol Campbell shirt on
9. Is it easy to buy food and drink within the ground? Yes. Definitely before the game. At half time there are queues but they move freely.
10. Do you consider food and drink in the ground to be good value for money? Not really. Better to eat before you go in.
11. How adequate are the toilets facilities within the ground? Just about adequate. Again go before kick off and avoid half time as it is busy, but the queues move (don't know about the ladies)
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency? No, but it depends what sort of emergency. There are many exits and there is always the pitch if needed.
13. Do you have any suggestions as to how customer service could be improved? I would rather speak to a human than a recorded message. There should be a helpline 24/7 and one that is open at the weekends.

Thank You

Hope the above helps.

[elliek9]

1. Are you a member of THFC?
club member
2. How easy do you find it to buy tickets for games?
No too bad, often hard to get a visitor ticket and as I live in Yorkshire I don't really want to come on my own!
3. Are directions to seating in the stadium adequate?
Yes
4. How could they be improved?
N/a
5. Is it easy to identify stewards and other security staff in the ground?
Yes
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground?
Helpful yes- never had any problems
7. Have you experienced any problems within the ground?
No
8. Do you feel safe when you are in the ground?
yes
9. Is it easy to buy food and drink within the ground?
Fairly
10. Do you consider food and drink in the ground to be good value for money?
Bit pricy but so are all grounds
11. How adequate are the toilets facilities within the ground?
Ladies are fine, never had a problem with queues
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency?
No
13. Do you have any suggestions as to how customer service could be improved?
Website often takes a while to be updated. It would be good if there was some kind of ticket tracker for away applications

[janine]

[QUOTE=mizelo9;4162]Please answer these questions:
1. Are you a member of THFC? Yes
2. How easy do you find it to buy tickets for games?OK
3. Are directions to seating in the stadium adequate?Yeah but could be better
4. How could they be improved?let the people know in advance for a first timer
5. Is it easy to identify stewards and other security staff in the ground?they wear jackets etc
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground?yeah they are
7. Have you experienced any problems within the ground?not really no and I've sat beside the opposition, the oppoisiton could do better though
8. Do you feel safe when you are in the ground?Yeah
9. Is it easy to buy food and drink within the ground?The queues put you off
10. Do you consider food and drink in the ground to be good value for money?No but about in line
11. How adequate are the toilets facilities within the ground?Pathetic, but I have seen worse
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency?Yeah
13. Do you have any suggestions as to how customer service could be improved?possibly something to lessen the half time queus as you only get 15 minutes

Thank You

[keanosmissus]

Please answer these questions:
1. Are you a member of THFC? STH
2. How easy do you find it to buy tickets for games? Was member last season, and you had to get in early
3. Are directions to seating in the stadium adequate? yes
4. How could they be improved? N/A
5. Is it easy to identify stewards and other security staff in the ground? yes, especially when they fall over on the pitch when someones trying to land frank lampard one
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? er, frank lampard again! and they should let us keep the ball when it gets thrown into the crowd.
7. Have you experienced any problems within the ground?onlt away supporters
8. Do you feel safe when you are in the ground?yes
9. Is it easy to buy food and drink within the ground?before a game yes, halftime is a bit busy
10. Do you consider food and drink in the ground to be good value for money? No the burger van across the road is better
11. How adequate are the toilets facilities within the ground? ladies hand driers never work, but not that busy compared to the mens
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency?yes
13. Do you have any suggestions as to how customer service could be improved? More human beings on the phone 24/7 incase of problems..


Thank You

Hope this helps you out, i was only being honest!!
good luck with this, and i hope they listen.... coys!

[glenspurs1188]

Please answer these questions:
1. Are you a member of THFC? yes
2. How easy do you find it to buy tickets for games? easier last season, new system is pants
3. Are directions to seating in the stadium adequate? yea
4. How could they be improved? no need
5. Is it easy to identify stewards and other security staff in the ground? yea
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? i suppose
7. Have you experienced any problems within the ground? nope
8. Do you feel safe when you are in the ground? yea
9. Is it easy to buy food and drink within the ground? never have cos queues put me off
10. Do you consider food and drink in the ground to be good value for money? n/a
11. How adequate are the toilets facilities within the ground? never used them :p
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency? yea
13. Do you have any suggestions as to how customer service could be improved?
cust service is ok, online ticketing service is pants, should go back to seatbooker! need more people in the ticket office so you can actually queue on the phone instead of having to call back. but most importantly, SORT OUT THE ONLINE TICKETING!!
Thank You

there you go

[traciebigtits]

Please answer these questions:
1. Are you a member of THFC? sth
2. How easy do you find it to buy tickets for games?n/a
3. Are directions to seating in the stadium adequate? yes
4. How could they be improved?
5. Is it easy to identify stewards and other security staff in the ground? yes
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? yes, very, especially when telling me to sit down when i'm trying to slaughter an opposing player?.
7. Have you experienced any problems within the ground? no
8. Do you feel safe when you are in the ground? yes
9. Is it easy to buy food and drink within the ground?not at half time?.
10. Do you consider food and drink in the ground to be good value for money?no.
11. How adequate are the toilets facilities within the ground?depends how much i've drunk before kick off?.
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency?yes, if you ever hear "mr england" over the tannoy leg it.
13. Do you have any suggestions as to how customer service could be improved?mainly i think the problems thfc have are at ticket office level and the lack of information regarding that particular subject.

Thank You

hope thats of assisstance to you.

[ladiek]

Please answer these questions:
1. Are you a member of THFC? Yes, this will be my 3rd year now
2. How easy do you find it to buy tickets for games? Very, it can be hard to get through but I've only ever once got through to find no tickets are left - and this was when tickets were being released in stages last year
3. Are directions to seating in the stadium adequate? Yes, although South Upper towards the away fans is slightly confusing :confused:
4. How could they be improved? Just re-sign this bit
5. Is it easy to identify stewards and other security staff in the ground? Definately
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? Sometimes, although at Southend in the afternoon game last season I found them very rude. We couldn't see and so were all standing in our block and they were shouting at us to sit down - but as EVERYONE in our block was standing I didn't see why it was a problem - it was the only way to see! That's been my only bad experience
7. Have you experienced any problems within the ground? Yes but it was very well dealth with
8. Do you feel safe when you are in the ground? Yes, most of the time. A couple of times at cup games it's been different but at Premiership games I always feel safe
9. Is it easy to buy food and drink within the ground? Yes
10. Do you consider food and drink in the ground to be good value for money? Yes, but I don't really get food from the stadium
11. How adequate are the toilets facilities within the ground? They're ok but could certainly do with a toilet attendant to keep them clean
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency? Not really, I've seen some around but haven't paid as much attention as maybe I should have
13. Do you have any suggestions as to how customer service could be improved? Just if the phones were abswered quickly (for booking etc) and the toilets cleaner.

Thank You

[sleetie]

Please answer these questions:
1. Are you a member of THFC? YEAH 4 YEARS NOW
2. How easy do you find it to buy tickets for games? CRAZY WITH THE NEW TICKET SYSTEM
3. Are directions to seating in the stadium adequate? OK..
4. How could they be improved? MORE OF THEM
5. Is it easy to identify stewards and other security staff in the ground? YES THERE ALL BALD WITH ORANGE STEWARD COATS
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? NO WAY, THEY ONLY REPEAT THE SAME WORDS..... SIT DOWN!!!
7. Have you experienced any problems within the ground? YES, I SMAKED A VILLA FAN AND THEN GOT NICKED!
8. Do you feel safe when you are in the ground? YEAH , IM WITH 35000 YIDS
9. Is it easy to buy food and drink within the ground? NOOO THE FOOD IS SHIT AND THE DRINKS ARE CRAP
10. Do you consider food and drink in the ground to be good value for money? NOOO WAYYYY
11. How adequate are the toilets facilities within the ground? STINK OF SMOKE, SHIT AND PISS
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency? RUN FOR IT, FOLLOW THE OTHERS
13. Do you have any suggestions as to how customer service could be improved? YEAH, SACK THE NEW TICKET MANAGER, SACK THE TANNOY SYSTEM

Thank You
NO PROBS!!

[suthie]

Please answer these questions:
1. Are you a member of THFC? yes
2. How easy do you find it to buy tickets for games? ITS TERRIBLE THIS SYSTEM SUCKS
3. Are directions to seating in the stadium adequate? YES
4. How could they be improved? N/A
5. Is it easy to identify stewards and other security staff in the ground? YES NOT THEY DO ANYTHING THE TOILETS ARE SMOG BOUND AT HALF TIME EVEN THOUGH ITS A NO SMOKING STADIUM
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? SEE ABOVE
7. Have you experienced any problems within the ground? NO
8. Do you feel safe when you are in the ground? YES
9. Is it easy to buy food and drink within the ground? YES BUT BETTER OUTSIDE
10. Do you consider food and drink in the ground to be good value for money? NO
11. How adequate are the toilets facilities within the ground? FINE, BIT BUSY AND TOO SMOKEY AT HALF TIME
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency? YES
13. Do you have any suggestions as to how customer service could be improved? IF THIS RELATES TO SPURS ANSWERING THEIR PHONES AND NOT HAVING TO GO THROUGH THE RUN AROUND ON THE AUTOMATED SYSTEM AND THEN GETTING CUT OFF THEN YES THERE IS ROOM FOR IMPROVEMENT, AND WHY HAVE A FAMILY STAND IF ANYONE CAN SIT THERE WHEN TICKETS GO ON GENERAL SALE?

Thank You HOPE IT HELPS, WILL THEY LISTEN, NO

[rdless]

Since I first answered these questions things have drastically changed in certain aspects.

Please answer these questions:
1. Are you a member of THFC? ST HOLDER
2. How easy do you find it to buy tickets for games? COMNPLETE PAIN IN THE ARSE
3. Are directions to seating in the stadium adequate? YES
4. How could they be improved? N/A
5. Is it easy to identify stewards and other security staff in the ground? YES
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? NEVER HAD A DIFFICULT SITUATION
7. Have you experienced any problems within the ground? NO
8. Do you feel safe when you are in the ground? YES
9. Is it easy to buy food and drink within the ground? YES
10. Do you consider food and drink in the ground to be good value for money? NO - THE BEER WAS WARM AND EXPENSIVE - BETTER OUTSIDE
11. How adequate are the toilets facilities within the ground? OK
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency? NO NEVER NOTICED
13. Do you have any suggestions as to how customer service could be improved? WHERE CAN I START! GET SOMEONE TO SORT OUT YOUR PHONE SYSTEM. NOTHING WORSE THAN BEING CUT OFF AFTER GOING THROUGH A MAZE OF MENU'S. IT'S NOT EVEN A FREE PHONE NUMBER. PAID TICKETS NOT ARRIVING ETC.

Thank You

[clair32]

Please answer these questions:
1. Are you a member of THFC? Yes
2. How easy do you find it to buy tickets for games? Complete nightmare this year - this system is much more difficult than last year.
3. Are directions to seating in the stadium adequate? yes
4. How could they be improved? not really
5. Is it easy to identify stewards and other security staff in the ground? yes
6. Are the stewards helpful and efficient at dealing with difficult situations/customers in the ground? yes
7. Have you experienced any problems within the ground? non at all
8. Do you feel safe when you are in the ground? absolutely
9. Is it easy to buy food and drink within the ground? no too expensive
10. Do you consider food and drink in the ground to be good value for money? no
11. How adequate are the toilets facilities within the ground? for women absolutely fine!
12. Are you aware of instructions and signs as to how to evacuate the stadium in an emergency?yes
13. Do you have any suggestions as to how customer service could be improved? Should have a standard response time for enquiries. I emailed twice regarding the new ticket system and it took two weeks to get a response. Doesnt make you feel that they are customer focused. The New ticket system has to be sorted out - fans have lost the flexibility of working out where they want to sit when booking on line and i wouldnt even bother trying to ring.