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The secret ingredient to building a great service culture

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A story about how a company culture can build engaged employees and improve customer experience by Ron van Haasteren

Published in: Business
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The secret ingredient to building a great service culture

  1. 1. TOPdesk on Tour TOPdesk on Tour The secret ingredient to building a great service culture
  2. 2. TOPdesk on Tour
  3. 3. TOPdesk on Tour Say hello to Annabelle Answers • Tonight • 5:30 • 2 adults • 1 child • Baby seat please Confirmation • Tonight • 7:30 • 1 person
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  6. 6. TOPdesk on Tour 84% of enterprises believe AI will provide them with a competitive advantage
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  8. 8. TOPdesk on Tour People should be at the centre of technology
  9. 9. TOPdesk on Tour “Over the next decade literally every company will compete on the basis of customer experience”​
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  13. 13. TOPdesk on Tour 81% higher customer satisfaction score 81% higher customer satisfaction score
  14. 14. TOPdesk on Tour 57% more effort on the job 57% more effort on the job
  15. 15. TOPdesk on Tour 20% higher productivity 20% higher productivity
  16. 16. TOPdesk on Tour 21% higher profitability 21% higher profitability
  17. 17. TOPdesk on Tour Goede aristotles
  18. 18. TOPdesk on Tour “Pleasure in the job puts perfection in the work” - Aristoteles -
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  22. 22. TOPdesk on Tour TOPdesk on Tour It’s all about culture Four small steps
  23. 23. TOPdesk on Tour Shows in values, agreements, behavior What is culture? Culture
  24. 24. TOPdesk on Tour The steps to take • Motivation • Values • Mission and vision • Strengths
  25. 25. TOPdesk on Tour Motivation People find work as natural as play
  26. 26. TOPdesk on Tour Motivation Foosball Table Free Lunch High Salary Game time Friday Drinks Getting Things Done Meaningful Progress Flow Freedom Responsibility
  27. 27. TOPdesk on Tour Values Guide with values over rules
  28. 28. TOPdesk on Tour Freedom Trust Responsibility Values
  29. 29. TOPdesk on Tour Mission and vision Be transparent on what the department and organization is aiming for
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  31. 31. TOPdesk on Tour Strengths Build on strengths instead of focusing on improving weaknesses
  32. 32. TOPdesk on Tour Everybody is a genius. But if you judge a fish by its ability to climb a tree, it will live its whole life believing that it is stupid. Albert Einstein
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  35. 35. TOPdesk on Tour Let’s sum up…
  36. 36. TOPdesk on Tour TOPdesk on Tour Thank You
  37. 37. TOPdesk on Tour

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