1. Train the CPT call center to the outstanding level of service offered by the HON Service call center in New York. Better yet, extend the North American HON and SEN call center hours.

2. +1 to Airoli's suggestion for global call-back.

3. MUC FCL PA service is the gold standard. Bring FRA FCT PA service, mostly polite and efficient but suffering from occasional lapses and other carelessness, up to the same level.