Customer Service

Lego System and the Value Delivery System

I love Lego. The fact that my Facebook avatar is a sinister looking “Liago” man from a Chinese clone of the famous Lego System is a little personal in-joke (and I’d love to see what their facial recognition makes of that). But I also love my daughter, who is bright, imaginative, and creative. And I …

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The missing link in Compliance and Governance

Over the years I’ve done a lot of work in the area of Regulatory Compliance and Information Quality. Whether it is Data Protection, Information Quality, Governance or Compliance, it is important to bear in mind that what we are dealing with a Quality Management System: Data Protection Compliance is the Quality System where by the …

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Mobile phone hacking and the e-Privacy Regulations

The recent furore about the News of the World and other tabloids engaging in unauthorised access voicemails I thought it might be worth pondering the potential Irish legal situation. Now, I’m not a lawyer. This post is intended to work through some of the relevant legislation and the potential issues that might arise in Irish …

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Bank of Ireland Customers – check your balances

As the May Bank Holiday draws to a close, I’d like to remind customers of Bank of Ireland that they should take a careful look at their account balances this week if they have been using laser (debit card) or ATM services over the weekend. If you do find you’ve been ‘double-dipped’, please let me …

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CRM insanity

So, I have a few niggling problems with my iPhone, including dropped calls and poor call quality leading to lost business. I have been advised (by Vodafone tech support) that a new handset might be required. I have upgraded the SIM (which should have been done by Voda when I got the phone but wasn’t). …

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Who then is my customer?

Two weeks ago I had the privilege of taking part in the IAIDQ’s Ask the Expert Webinar for World Quality Day (or as it will now be know, World Information Quality Day). The general format of the event was that a few of the IAIDQ Directors shared stories from their personal experiences or professional insights …

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Bank of Ireland Overcharging – another follow up

Scanning the electronic pages of the Irish Independent this morning I read that They claim to have had the scoop on this story (no, it was Tuppenceworth.ie and IQTrainwrecks.com) They have “experts” (unnamed ones) who tell them that the actual number of impacted customers over the weekend could be up to 200,000. “Some other banks …

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