Marketing magazine recently called The FA's Customer Relations department to see whether The FA could help on topics as diverse as the England Women's team and the offside rule...
The FA: Good Morning, The Football Association.
Mktg: I'm really getting into the World Cup and want to get involved with women's football. How do I go about it?
The FA: The best thing to do is to contact your local county FA and they will give you a list of the women's clubs in your area. Where do you live (Mktg provides details) OK, I'll give you the number of the London FA (FA provides details).
Mktg: Is there a Women's World Cup?
The FA: There is. The next one is in 2007 and will be held in China. It's always a year after the Men's tournament. England are at the qualifying stages at the moment. The next game is at home against Holland.
Mktg: Are the Women's matches shown on TV?
The FA: Yes. Generally on BBC Three. The last game against Hungary at the end of last month at Southampton was shown on BBC Three. The next qualifier against Holland is at the end of August, but a venue hasn't been decided yet.
Mktg: Also, can you explain the offside rule to me please?
The FA: Basically, a player is in an offside position if they are nearer to their opponents' goal line than both the ball and the second last opponent. However, a player in an offside position is only penalised if at the moment the ball is played by one of their team-mates, they are, in the opinion of the referee active in play. If the attacker is beyond the last two opponents when the ball is played by a team-mate, then that is essentially offside. However if the ball is received in their own half or direct from a throw-in, corner or goal kick, then they will not be penalised.
Mktg: Do you think England have a chance of winning?
The FA: I think it's their best chance since they won it in 1966.
Mktg: Do you have any inside information on Wayne Rooney?
The FA: No, I don't unfortunately. I just know what I see on the news. I'm actually watching them train now on Sky Sports News and Rooney seems to be coping quite well.
Mktg: Thanks you very much.
The FA: No problem. Cheers now. Bye.
VERDICT
The call-handler was extremely friendly and able to answer all my questions straight away. He knew specific details about the Women's World Cup and explained the offside rule clearly and easily.
He also seemed genuinely passionate about football and was keen to chat about the World Cup. Despite my wait of over five minutes on hold, I could not fault his customer relations skills.
Score 9/10
