Brilliant customer service from BFC today

I thought the point being made here was more to praise an individual member of staff who went beyond the normal role to help out. The system was down so she went out of her way to help out and that's the type of people you want working in your business.
Like with the issues at NatWest, it's not the counter staff's fault but they are going out of their way to help out - that's customer service. It's not what you do when everything is going right that marks you out, but how you go the extra mile when there are problems.

 

But where did anybody go out of their way? From what I understand the systems are down for scheduled maintenance, plans are obviously in place to facilitate other means of taking orders and this lady followed those plans during working hours whilst getting paid. She did her job and nothing more. Now that isn't a bad thing, she has certainly not done anything wrong and if I was the customer I would have said thankyou (like I do almost every time I am served in a shop or given some form of service from anyone) but I don't see how it is anything exceptional that requires a big song and dance being made of it on the internet and as Jay says I think it actually shows the club in a bad light when something that should be the normal level of service is considered special. How bad must it be the rest of the time?

I've seen posts on here in the past praising the club for delivering products which they ordered online, for accepting a telephone booking and for giving a refund for a faulty product. All of these things are just ordinary things which do not require highlighting. Save the gushing praise for when they do something exceptional and it won't be mocked and the club won't look incompetent.

I have seen good service from the club in the past by the way and highlighted it. One of the box office/club shop girls would go on facebook at night and answer the occasional question about prices, opening times and stock levels. She didn't have to do that, it was going beyond and in my opinion was really good customer service. The same goes for Mark Stokes who has in the past put in the extra hours to help people out when he didn't have to. These are the kind of things which I think are worth pointing out on the internet, not the expected things that almost every company in the world can manage.

 

There is a woman who works there who has terrible customer service skills, she's downright rude and unhelpful and acts like customers are a terrible inconvenience for her, she'd make a good doctor's receptionist.

 

She didn't have to help me purchase my season ticket via email, as they usually only accept in person/via post/online.

 

You did buy it online