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 satisfaction in the clubs business.

CONSULTATION AND INFORMATION

· The club consults supporters on a regular basis through public meetings  organised by the owner, fans forums, supporters' club sessions and feedback through the clubs 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   clubs 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 changes.
· 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 scheme to enable supporters to pay for season tickets by instalment at a reasonable rate of interest.
· The club reserves the right to reduce prices for certain games during the season for promotional purposes.

  Up to 4 games per season may be designated as local promotions with discount offers applying only to home fans

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 provides concessions to juniors up to 15 years of age and senior citizens at the age of 65.

The club provides:

· An area of the ground for the exclusive use of family groups and junior supporters.
· Support for disabled spectators and their carers. The person named below can be contacted for details of our disabled facilities and ticket allocation.

Ticket Office Manager.
Tel: 0845 345 1400

Membership Scheme:

· The club runs a membership scheme

The benefits are: -

· All the money raised through the scheme will be invested into Cardiff City FC: you will be contributing to the success of the team, youth development and the continued improvement of the stadium.
· Priority allocation for away match tickets.
· Free Entry to reserve league games
· Discount on pre-season friendly games.
· Away travel arrangements.
· Periodic discounts on club products throughout the season.

Away Matches:

· The club's supporters are allocated tickets for away matches as follows. The club will give priority to season ticket holders and members.

· Tickets for cup competitions are priced at normal league admission prices unless stated or as mutually agreed with the visiting club. Season ticket holders may purchase their allocated seat during a priority sales period.

· The club's policy on the return and distribution of 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 postponed, ticket holders are entitled to use their original ticket to access the re-arranged game. If a match is abandoned prior to half-time spectators will be entitled to half price admission to the re-arranged game via a voucher system.

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. 

· 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 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.

COMMUNITY ACTIVITIES -

CARDIFF CITY FOOTBALL CLUB COMMUNTIY SCHEME

Our Football in the Community Officer is:

Tel: 029 2034 8050

A Brief Overview:

The club employs full-time staff dealing with Football in the Community based activities. Examples of the activities undertaken include the following:

Core Activities

· Soccer schools during term breaks
· Residential soccer courses
· School in-term coaching courses
· Youth and schools tournaments
· Football fun days
· Teacher training courses
· Coach education

· Coaching courses for people with special needs
· Working with special schools and young people with disabilities

· Maths and reading projects
· Club projects in conjunction with schools

 

Cardiff City Football Club is committed to confront and eliminate discrimination on the grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation.

Cardiff City 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.

Cardiff City 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.

Cardiff City Football Club does not condone the use of racist language or behaviour inside or outside Ninian 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.

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. Cardiff City Football Club has accepted all of the points made and were founder members of the "Lets Kick Racism Out of Football" campaign in Wales.

1) The club has issued a statement stating the club 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 condemn 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 engage 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, 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.

Cardiff City 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 Cardiff City Football Club means that we will not discriminate against or in any way treat less favourably, any person 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