5 Nps Secrets in Customer Service

5

NPS Secrets in Customer Service

Hi, I'm Harry Heijligers
I was NPS Program Manager within Vodafone Netherlands from 2010 to 2012 to boost the NPS of Customer Management

I'd like to share some of my learnings

2012 the year of

2012 the year of

Winning is something you do never alone

behind every succesfull athlete

is standing a succesfull team

one athlete

one athlete
supported by a succesful team

visible

visible

invisible

For every 0,01 second quicker

For every 0,01 second quicker

it needs tens of requirements perfectly fullfilled

world class performance consists of

5
success factors

world class performance consists of

5
success factors

the Athlete

the Athlete
Talent (“DNA”) Personality Mental power Experience

professional supportive team

professional supportive team
Autonomous Synergy Movers & Shakers

audience

audience
Applaus Value Income / Revenue

competition

competition

Driving force Inspiration

means

means
State-of-the-Art Perfection

2012 the year of

2012 the year of

the Customer Service athletes

the Customer Service athletes

are our Agents !

What is necessary to make our Customer Service Agents excell in every customer call?

the Agent

means

Management Team & Staff Customers

“competition”

Winning is something you do never alone

Please share this presentation or visit my blog
http://hetGesprekvandedag.blogspot.nl/

or connect with me
https://twitter.com/hetGesprekvdDag 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.