5 NPS Secrets in Customer Service
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Transcript of 5 NPS Secrets in Customer Service
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NPS SecretsNPS SecretsNPS SecretsNPS Secrets
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Customer Customer Customer Customer
ServiceServiceServiceService
NPS SecretsNPS SecretsNPS SecretsNPS Secrets
inininin
Customer Customer Customer Customer
ServiceServiceServiceService
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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
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2012
the year of
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2012
the year of
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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
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behind every behind every behind every behind every succesfullsuccesfullsuccesfullsuccesfull athleteathleteathleteathlete
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is standing a is standing a is standing a is standing a
succesfullsuccesfullsuccesfullsuccesfull teamteamteamteam
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one athleteone athleteone athleteone athlete
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supported by a supported by a supported by a supported by a
succesfulsuccesfulsuccesfulsuccesful teamteamteamteam
one athleteone athleteone athleteone athlete
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visiblevisiblevisiblevisible
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visiblevisiblevisiblevisible
invisibleinvisibleinvisibleinvisible
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For every 0,01 For every 0,01 For every 0,01 For every 0,01
second quickersecond quickersecond quickersecond quicker
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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
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5555success factorssuccess factorssuccess factorssuccess factors
world class performance world class performance world class performance world class performance
consists ofconsists ofconsists ofconsists of
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5555success factorssuccess factorssuccess factorssuccess factors
world class performance world class performance world class performance world class performance
consists ofconsists ofconsists ofconsists of
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the Athletethe Athletethe Athletethe Athlete
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the Athletethe Athletethe Athletethe Athlete
Talent (“DNA”)
Personality
Mental power
Experience
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professional professional professional professional
supportive teamsupportive teamsupportive teamsupportive team
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professional professional professional professional
supportive teamsupportive teamsupportive teamsupportive team
Autonomous
Synergy
Movers &
Shakers
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audienceaudienceaudienceaudience
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audienceaudienceaudienceaudience
Applaus
Value
Income /
Revenue
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competitioncompetitioncompetitioncompetition
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competitioncompetitioncompetitioncompetition
Driving force
Inspiration
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meansmeansmeansmeans
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meansmeansmeansmeans
State-of-the-Art
Perfection
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2012
the year of
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2012
the year of
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the Customer the Customer the Customer the Customer
Service Service Service Service
athletesathletesathletesathletes
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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
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What is necessary
to make our
Customer Service Agents
excell in every customer call?
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the Agentthe Agentthe Agentthe Agent
Management Management Management Management
Team & StaffTeam & StaffTeam & StaffTeam & Staff
CustomersCustomersCustomersCustomers
meansmeansmeansmeans
“competition”“competition”“competition”“competition”
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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
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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
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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.