Monthly Archives: April 2015
Customer co-created queues
How customers can help prevent the closure of their airport. Background On February 21st 2014, security personnel on Frankfurt Airport striked. The trade Union Ver.di called on 5,000 security staff to stop handling 150,000 passengers on a typical (busy) Friday. … Continue reading
Prevention of Fatalities is Customer Service too
Customer service is more than only answering the telephone, it can be a matter of life and death. One of the big ‘public secrets’ about railroad safety is the major cause of fatal accidents involving trains. According to a 2013 … Continue reading
Safety is part of Customer Service as well
THEFT PREVENTION IN TRAINS Ever since the introduction of the TGV, the train has come up as a viable alternative to airplanes and cars for travel inside Europe. Now, safety is endangering this viability. His blog will focus on one … Continue reading
The (in)significance of Customer Service
…drives three successive waves flow through it’s outsourcing. Introduction Gordon Moore, one of the founders of Intel, in 1965 made the prediction that every 2 years the capacity of a central processing unit for computers would double. By now it … Continue reading
Constructive criticism is a gift
Let’s not waste it. Feedback Giving feedback is easy, you just indicate what you think about it. Droves of people do nothing but exactly that on Twitter or fora, revelling in self-expression and self-importance expressing the injustice that has happened … Continue reading
The IDA-ly cycle
There is one structure underlying such diverse subjects as regular problem analyses, court decisions, the RACI-matrix in project management, and meeting minutes. An understanding of this phenomenon, the DAI-ly cycle, helps understanding the essence of many of these tasks. For … Continue reading
Theory of Abundance
The topic of abundance (= plenty, affluence, but also overgrowth, or having more than you need) is a topic that came up as ‘interesting’ a couple of years ago, in a period in my life where the focus was more … Continue reading
Determine a budget easily
Where most people shriek away from ‘difficult Erlang C’-methods to determine the needed staff for customer service, find below a way to do it on the back of a napkin. Background The creation of a budget follows several necessary steps … Continue reading
Apples, pears and oranges: how hours differ
One of THE all time favorites of my blogs is the one about the different kinds of hours referred to in customer service. There were only two minor imperfections to this blog: first it needed some updating, especially inclusion of … Continue reading
Service Specifications
In the past I have written about the hierarchy of documents in https://peteralderliesten.com/2015/05/05/the-hierarchy-of-documents-in-business-process-outsourcing/ and that Service Specifications are a document that is highly undervalued by some. For some others, this is the most important document in the BPO-chain, since it … Continue reading
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