5 nps secrets in customer service
DESCRIPTION
In order to make Customer Service Agents excell in every customer call it takes 5 NPS Secrets by Harry HeijligersTRANSCRIPT
5555
NPS SecretsNPS SecretsNPS SecretsNPS Secrets
inininin
Customer Customer Customer Customer
ServiceServiceServiceService
NPS SecretsNPS SecretsNPS SecretsNPS Secrets
inininin
Customer Customer Customer Customer
ServiceServiceServiceService
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
2012
the year of
2012
the year of
Winning is something Winning is something Winning is something Winning is something
you do never aloneyou do never aloneyou do never aloneyou do never alone
behind every behind every behind every behind every succesfullsuccesfullsuccesfullsuccesfull athleteathleteathleteathlete
is standing a is standing a is standing a is standing a
succesfullsuccesfullsuccesfullsuccesfull teamteamteamteam
one athleteone athleteone athleteone athlete
supported by a supported by a supported by a supported by a
succesfulsuccesfulsuccesfulsuccesful teamteamteamteam
one athleteone athleteone athleteone athlete
visiblevisiblevisiblevisible
visiblevisiblevisiblevisible
invisibleinvisibleinvisibleinvisible
For every 0,01 For every 0,01 For every 0,01 For every 0,01
second quickersecond quickersecond quickersecond quicker
iiiit needs tens of t needs tens of t needs tens of t needs tens of
requirements perfectly requirements perfectly requirements perfectly requirements perfectly
fullfilledfullfilledfullfilledfullfilled
For every 0,01 For every 0,01 For every 0,01 For every 0,01
second quickersecond quickersecond quickersecond quicker
5555success factorssuccess factorssuccess factorssuccess factors
world class performance world class performance world class performance world class performance
consists ofconsists ofconsists ofconsists of
5555success factorssuccess factorssuccess factorssuccess factors
world class performance world class performance world class performance world class performance
consists ofconsists ofconsists ofconsists of
the Athletethe Athletethe Athletethe Athlete
the Athletethe Athletethe Athletethe Athlete
Talent (“DNA”)
Personality
Mental power
Experience
professional professional professional professional
supportive teamsupportive teamsupportive teamsupportive team
professional professional professional professional
supportive teamsupportive teamsupportive teamsupportive team
Autonomous
Synergy
Movers &
Shakers
audienceaudienceaudienceaudience
audienceaudienceaudienceaudience
Applaus
Value
Income /
Revenue
competitioncompetitioncompetitioncompetition
competitioncompetitioncompetitioncompetition
Driving force
Inspiration
meansmeansmeansmeans
meansmeansmeansmeans
State-of-the-Art
Perfection
2012
the year of
2012
the year of
the Customer the Customer the Customer the Customer
Service Service Service Service
athletesathletesathletesathletes
are our are our are our are our
Agents !Agents !Agents !Agents !
the Customer the Customer the Customer the Customer
Service athletesService athletesService athletesService athletes
What is necessary
to make our
Customer Service Agents
excell in every customer call?
the Agentthe Agentthe Agentthe Agent
Management Management Management Management
Team & StaffTeam & StaffTeam & StaffTeam & Staff
CustomersCustomersCustomersCustomers
meansmeansmeansmeans
“competition”“competition”“competition”“competition”
Winning is something Winning is something Winning is something Winning is something
you do never aloneyou do never aloneyou do never aloneyou do never alone
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
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.