5 NPS Secrets in Customer Service
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In order to make Customer Service Agents excell in every customer call it takes 5 NPS Secrets by Harry Heijligers
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5 NPS Secrets in Customer Service
- 1. 5555 NPS SecretsNPS SecretsNPS SecretsNPS Secrets inininin CustomerCustomerCustomerCustomer ServiceServiceServiceService NPS SecretsNPS SecretsNPS SecretsNPS Secrets inininin CustomerCustomerCustomerCustomer ServiceServiceServiceService
- 2. Hi, I'm Harry Heijligers I'd like to share some of my learnings I was NPS Program Manager within Vodafone Netherlands from 2010 to 2012 to boost the NPS of Customer Management
- 5. Winning is somethingWinning is somethingWinning is somethingWinning is something you do never aloneyou do never aloneyou do never aloneyou do never alone
- 6. behind everybehind everybehind everybehind every succesfullsuccesfullsuccesfullsuccesfull athleteathleteathleteathlete
- 7. is standing ais standing ais standing ais standing a succesfullsuccesfullsuccesfullsuccesfull teamteamteamteam
- 8. one athleteone athleteone athleteone athlete
- 9. supported by asupported by asupported by asupported by a succesfulsuccesfulsuccesfulsuccesful teamteamteamteam one athleteone athleteone athleteone athlete
- 12. For every 0,01For every 0,01For every 0,01For every 0,01 second quickersecond quickersecond quickersecond quicker
- 13. iiiit needs tens oft needs tens oft needs tens oft needs tens of requirements perfectlyrequirements perfectlyrequirements perfectlyrequirements perfectly fullfilledfullfilledfullfilledfullfilled For every 0,01For every 0,01For every 0,01For every 0,01 second quickersecond quickersecond quickersecond quicker
- 14. 5555 success factorssuccess factorssuccess factorssuccess factors world class performanceworld class performanceworld class performanceworld class performance consists ofconsists ofconsists ofconsists of
- 15. 5555 success factorssuccess factorssuccess factorssuccess factors world class performanceworld class performanceworld class performanceworld class performance consists ofconsists ofconsists ofconsists of
- 16. the Athletethe Athletethe Athletethe Athlete
- 17. the Athletethe Athletethe Athletethe Athlete Talent (“DNA”) Personality Mental power Experience
- 18. professionalprofessionalprofessionalprofessional supportive teamsupportive teamsupportive teamsupportive team
- 19. professionalprofessionalprofessionalprofessional supportive teamsupportive teamsupportive teamsupportive team Autonomous Synergy Movers & Shakers
- 26. 2012 the year of
- 27. 2012 the year of
- 28. the Customerthe Customerthe Customerthe Customer ServiceServiceServiceService athletesathletesathletesathletes
- 29. are ourare ourare ourare our Agents !Agents !Agents !Agents ! the Customerthe Customerthe Customerthe Customer Service athletesService athletesService athletesService athletes
- 30. What is necessary to make our Customer Service Agents excell in every customer call?
- 31. the Agentthe Agentthe Agentthe Agent ManagementManagementManagementManagement Team & StaffTeam & StaffTeam & StaffTeam & Staff CustomersCustomersCustomersCustomers meansmeansmeansmeans “competition”“competition”“competition”“competition”
- 32. Winning is somethingWinning is somethingWinning is somethingWinning is something you do never aloneyou do never aloneyou do never aloneyou do never alone
- 33. Please share this presentation or visit my blog or connect with me https://twitter.com/hetGesprekvdDag http://hetGesprekvandedag.blogspot.nl/ www.linkedin.com/in/harryheijligers
- 34. PHOTO CREDITS IN THIS PRESENTATION I HAVE USED A NUMBER OF PHOTOS WHERE I HAVE NOT BEEN ABLE TO DETERMINE THE ACTUAL OWNER. I HONOR AND RESPECT THESE UNKNOWN PHOTOGRAPHERS FOR THEIR AWESOME WORK. BY USING THESE IMAGES I MIGHT VERY WELL HAVE F*CKED UP AND BROKEN A FEW COPYRIGHT LAWS. IF I HAVE MESSED UP YOUR LIFE BY USING YOUR PHOTO, LET ME KNOW. RESPECT.