Recent content by hairyhandedfool

You know what? I'm done. Have a great evening.

iKB is the official source of information for staff, so it includes things staff might need to know, or need to find out, but which the general public does not need to know. I simply use it as an illustration of the limitations of the technology in use. iKB (and other staff only systems) can...

Did you spend your days looking everything up? or did you work on the basis that you have looked it up once or twice and so you knew you were right and didn't need to look it up again? IT systems require many things to work properly, signal or internet connection is one and is not fool proof...

Pretty much yes. So it's the difference between a person who believes they are 100% right and is right, and a person who believes they are 100% right and is not. In an ideal world it never happens, but we are not in an ideal world and it will happen from time to time, people are not...

If that is true, Northern's 'vision' of services in their franchise may breach the franchise agreement, as they have stated, twice, in separate staff briefings that they intend to have "some metropolitan services" running with a second member of staff, implying (or at the least allowing...

Cost maybe? It may not actually cost much more to have the feature (I genuinely don't know if there is a charge for accessing the database, or if there would be extra data charges from the phone/internet line provider), but if the TVM supplier wants more money for the 'extra features' then...

Well you would think so wouldn't you. Seems to be very low on their priority list though (more interested in things that get them a bonus or promotion I think). I (ticket office) get a weekly PR spin/propaganda email 'newsletter', which mostly tells people to visit a particular webpage to...

I'm not suggesting anyone should "make stuff up" or "rely on hazy memories", but that isn't the same as "It's been this way for years and I haven't been informed that this has changed". In your line of work, how often do you check every document you have access to for any changes, no matter how...

Okay, so say I have come across a particular situation and I check the rules and deal with it as appropriate, well now I know the rule, right? So how long do I now go before I check it again? five times? fifty times? Once a month? Once a year? What if I check it every ten times and on the...

How often do you believe staff should check every page of every manual just in case something, no matter how small, has changed? How much time do you think the companies give staff to do this? Do you believe the company has a responsibility to inform staff of when changes occur? How...

My understanding (of every station) comes from a member of the 'retail team' rather than the franchise requirement, though I concede that there is the possibility that I might have mis-understood something that was said.

I'm led to believe Northern are putting TVMs on every station they manage, though they may be the 'Card Only' variety.

Good luck with that. The letter/email/phone call would go to Carillion agency staff in the "Customer Experience Centre", so the chances of getting Northern to initiate training based on that alone is small. As a general rule it's within each of the PTE areas, however there are exceptions to...

If the Routeing Guide shows it as a permitted route, it is a permitted route. Whilst certain ticket types are required for the fares check rule, the permitted routes are the same for all ticket types. The only thing that can change that is the routeing noted on the ticket.

Have you been able to trace the route, that you intend to use, in the Routeing Guide?