poor service from CTC Membershio 'Fullfillment' section

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JT
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby JT » 3 Aug 2011, 12:08pm

Asking people to write to the Chief Executive for a membership card complaint is ridiculous and also suggest that the CE has too much time on his hands.

The very act of requesting a replacement card should be logged as a "complaint" (or something). Every time that they have to re-issue a card because of an error, it should logged as such. Someone at the contractor should then be looking at these incidents to see what can be done to stop them re-occurring. If "we" don't pay them enough to do that then someone at National Office should be requesting a report so that they can do it. But someone needs to be proactive.

This is how it works in business.

Kevin Mayne
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Kevin Mayne » 3 Aug 2011, 5:02pm

Thanks JT, that is the system. The 300 or so complaints logged by CTC will all come that way, I get involved in very few.
(and thank goodness much less than I used to). I came from that sort of QA framework in business too.

But members being able to express their concerns to me is the canary in the coalmine.

That's partly why I want spokespeople like Simon to tell me if they think there is a trend, because he can give me a name, date and problem and I can dip in and out to see whether the complaint was even logged correctly.

Kevin

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Simon L6
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Simon L6 » 3 Aug 2011, 5:57pm

this is how I thought it might go

Kevin to CTC staffer: That b*****d Legg's complaining again. Says Fulfillment are screwing up the names on the cards. Get on to them and ask them why they just don't print what's on the damned affiliation form.'

CTC staffer to Fulfillment: 'Some bolshie member is saying that you're adding Mr. and Mrs. to the names on the cards and getting it wrong. Why don't you just print what's on the affiliation form?'
Fullfillment to CTC staffer: 'If that's what you want, that's what we'll do.'

CTC staffer to Kevin: 'Sorted. Tell Legg to f*** off and die'.
Kevin to CTC staffer: 'With pleasure'.

Kevin posts on forum: 'Sorted. They'll just print what's on the form. Satisfied?'

Simon posts on forum: 'Brilliant. Thanks'.

On the other hand.........even with folk taking holidays I'm waiting almost three weeks for one batch. I regularly turn people away (three today, and another couple earier in the week) because I can't be sure of getting the membership through in time. (I should explain that I get cheques to the CTC weekly - and that this Friday's Fridays - if you see what I mean) will be the nineteenth batch).

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Simon L6
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Simon L6 » 3 Aug 2011, 6:24pm

John Catt wrote:One of the characteristics IMHO of the English is that we prefer to grumble rather than complain.

John
I'm of the complaining school. Much good it did anybody.

John Catt
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby John Catt » 4 Aug 2011, 9:04am

Hi Simon,

Simon L6 » Wed Aug 03, 2011 5:24 pm

John Catt wrote:One of the characteristics IMHO of the English is that we prefer to grumble rather than complain.

John


I'm of the complaining school. Much good it did anybody.


Good to learn that you are a complainer Simon. It would appear then that the complaints procedure has failed.

Complaints - Minimum procedure
1. Upon receipt of a formal complaint it will be referred to the Director or his delegated officer and be acknowledged in writing and referred to an officer who will be identified in the acknowledgement.
2. All complaints are dealt with at the level in the CTC nearest to the source of the complaint and the “responsible officer” will be identified on this basis. If the complaint involves a local group the officer will usually be the secretary.
3. The responsible officer will set a timetable for their enquiries and communicate this to the complainant.
4. The responsible officer will open a file on the complaint, decide an appropriate method to deal with the complaint (which may include seeking the advice of senior officers on procedure in complex cases)
5. On completion of their enquiries, the responsible officer will communicate the decision to the complainant and place a record of the decision on file.
6. The responsible officer will decide the appropriate method of communication but ensure that the complainant is aware of their right of appeal and the path into the appeal process.
7. Where a complaint is upheld and leads to an issue of discipline, the consequences will be dealt with under the disciplinary procedure.


Please can you let me have details of your most recent complaint and I'll try and ascertain what went wrong. If you don't want to post here you can email me at john.catt@ctc.org.uk.

Regards,

John

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Simon L6
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Simon L6 » 4 Aug 2011, 10:00am

I truly don't think you've read what I've written, John. Step outside that civil service script for a second.

And, actually, I've got complete confidence in Kevin's ability to bash the right buttons. Indeed, there are few people that I trust more in the button bashing department. My intention is simply to direct him to the buttons - to the benefit of The Fridays, the CTC's accounts, and in order to help Olly and Phil who labour on behalf of the CTC.

As a postscript - it appears that the outstanding cards have now been mailed directly to the new affiliate members - another task undertaken by those cheerful chappies from Chertsey. If the process had been less protracted they would doubtless have mailed the cards en bloc to me, and I would have shouldered the delivery and postage - cheaper for you, and no bother for me because I budget for delivery and postage. So, once again, they've sorted things out, unbidden. Given that their workstations are so appallingly lit I think the least you could do, John, is to nip round there with some proper daylight bulbs by way of a thankyou.

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Simon L6
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Simon L6 » 6 Aug 2011, 5:58pm

and as another postcript - if the membership system were able to turn round applications in a week, I'd have signed up another eight members this week...

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Simon L6
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Simon L6 » 14 Nov 2011, 3:43pm

another one. A card bearing the word Mr. has been sent to me. The member is not a Mr.

JUST PRINT WHAT'S ON THE FORM!!!!

LANDSURFER74

Re: poor service from CTC Membershio 'Fullfillment' section

Postby LANDSURFER74 » 14 Nov 2011, 4:50pm

mark a. wrote:Erm, why don't you write down the correct Mr, Mrs, Miss, Ms etc in the first place?

+1

Surely it's that easy.....?

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Simon L6
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Simon L6 » 15 Nov 2011, 7:31am

sometimes I get e-mails from people and I am not able to judge whether they are male or female - and it's not for me to ask. And this is 2011 (even in the CTC) and I definitely do not ask women whether they are Ms. Mrs. or Miss.

The Fridays is one of the few cycling clubs that is in any way representative of the broader range of society. We've grown from zero to 300 affiliated members (or customers) in eight months. The target for y/e 2012 is 600. This is going to have to get sorted.

LANDSURFER74

Re: poor service from CTC Membershio 'Fullfillment' section

Postby LANDSURFER74 » 15 Nov 2011, 6:24pm

Why would you not ask them !!!
if any one has decided on a title that they are comfortable with surely its to their advantage to ask them.!
..your wierd ..
. or at the next level of pc maddness :)
I am always happy to be asked my title ...

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Philip Benstead
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Philip Benstead » 15 Nov 2011, 6:30pm

[quote="Simon L6"]sometimes I get e-mails from people and I am not able to judge whether they are male or female - and it's not for me to ask. And this is 2011 (even in the CTC) and I definitely do not ask women whether they are Ms. Mrs. or Miss.

They could even be

Ms
Miss
Mrs
Mr
Master
Rev (Reverend)
Fr (Father)
Dr (Doctor)
Atty (Attorney)
Prof (Professor)
Hon (Honorable)
Pres (President)
Gov (Governor)
Coach
Ofc (Officer)

Msgr (Monsignor)
Sr (Sister)
Br (Brother)
Supt (Superintendent)
Rep (Representative)
Sen (Senator)
Amb (Ambassador)
Treas (Treasurer)
Sec (Secretary)
Pvt (Private)
Cpl (Corporal)
Sgt (Sargent)
Adm (Administrative)
Maj (Major)
Capt (Captain)
Cmdr (Commander)
Lt (Lieutenant)
Lt Col (Lieutenant Colonel)
Col (Colonel)
Gen (General

:D
Philip Benstead | Life Member Former CTC Councillor/Trustee
Organizing events and representing cyclist in southeast since 1988
Bikeability Instructor/Mechanic

LANDSURFER74

Re: poor service from CTC Membershio 'Fullfillment' section

Postby LANDSURFER74 » 15 Nov 2011, 6:32pm

Or in my fathers case ...Sir ...
And you've spelt sgt. wrong Phillip ...it has a j in it...lol

thirdcrank
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby thirdcrank » 15 Nov 2011, 6:51pm

Philip Benstead wrote:
Simon L6 wrote:sometimes I get e-mails from people and I am not able to judge whether they are male or female - and it's not for me to ask. And this is 2011 (even in the CTC) and I definitely do not ask women whether they are Ms. Mrs. or Miss.


For somebody who seems keen to publish their own credentials, I'm not clear what point you are making :?

In the meantime, it won't be

Sgt (Sargent)

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Simon L6
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Re: poor service from CTC Membershio 'Fullfillment' section

Postby Simon L6 » 15 Nov 2011, 7:11pm

LANDSURFER74 wrote:Why would you not ask them !!!
if any one has decided on a title that they are comfortable with surely its to their advantage to ask them.!
..your wierd ..
. or at the next level of pc maddness :)
I am always happy to be asked my title ...
because it's not necessary and it's none of my business.