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The secret ingredients to a great service culture - TOPdesk on Tour Denmark 2019

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How to deliver great services? The answer used to be “get the right tools and processes in place”. Now ITSM’s focus is shifting towards customer satisfaction; having the right staff is more important than ever. But how do you find and retain the best service employees? And how do you help them excel? In this talk, Ron explains how they built a great company culture at TOPdesk: The company that received multiple best employer awards and scores a 4,8 out 5 on Glassdoor.

Published in: Business
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The secret ingredients to a great service culture - TOPdesk on Tour Denmark 2019

  1. 1. TOPdesk on Tour #topdeskontour The secret ingredient to building a great service culture
  2. 2. TOPdesk on Tour Ron van Haasteren International Brand Strategist, TOPdesk NL
  3. 3. TOPdesk on Tour#topdeskontour
  4. 4. TOPdesk on Tour#topdeskontour
  5. 5. TOPdesk on Tour#topdeskontour Say hello to Annabelle Answers • Tonight • 5:30 • 2 adults • 1 child • Baby seat please Confirmation • Tonight • 7:30 • 1 person
  6. 6. TOPdesk on Tour#topdeskontour
  7. 7. TOPdesk on Tour#topdeskontour
  8. 8. TOPdesk on Tour#topdeskontour
  9. 9. TOPdesk on Tour#topdeskontour#topdeskontour
  10. 10. TOPdesk on Tour#topdeskontour People should be at the centre of technology #topdeskontour
  11. 11. TOPdesk on Tour#topdeskontour
  12. 12. TOPdesk on Tour#topdeskontour “Over the next decade literally every company will compete on the basis of customer experience” #topdeskontour
  13. 13. TOPdesk on Tour#topdeskontour
  14. 14. TOPdesk on Tour#topdeskontour
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  16. 16. TOPdesk on Tour#topdeskontour
  17. 17. TOPdesk on Tour It’s all about the egaged employees
  18. 18. TOPdesk on Tour
  19. 19. TOPdesk on Tour 81% higher customer satisfaction score 81% higher customer satisfaction score
  20. 20. TOPdesk on Tour 57% more effort on the job 57% more effort on the job
  21. 21. TOPdesk on Tour 20% higher productivity 20% higher productivity
  22. 22. TOPdesk on Tour 21% higher profitability 21% higher profitability
  23. 23. TOPdesk on Tour#topdeskontour
  24. 24. TOPdesk on Tour#topdeskontour “Pleasure in the job puts perfection in the work” - Aristoteles - #topdeskontour
  25. 25. TOPdesk on Tour#topdeskontour
  26. 26. TOPdesk on Tour#topdeskontour
  27. 27. TOPdesk on Tour#topdeskontour
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  29. 29. TOPdesk on Tour #topdeskontour It’s all about the culture Three small steps…
  30. 30. TOPdesk on Tour#topdeskontour The steps to take • Motivation • Values • Strengths
  31. 31. TOPdesk on Tour#topdeskontour
  32. 32. TOPdesk on Tour#topdeskontour Motivation People find work as natural as play #topdeskontour
  33. 33. TOPdesk on Tour#topdeskontour
  34. 34. TOPdesk on Tour#topdeskontour Values Guide with values over rules #topdeskontour
  35. 35. TOPdesk on Tour#topdeskontour
  36. 36. TOPdesk on Tour#topdeskontour Strengths Build on strengths instead of focusing on improving weaknesses #topdeskontour
  37. 37. TOPdesk on Tour#topdeskontour
  38. 38. TOPdesk on Tour#topdeskontour Let’s sum up… #topdeskontour
  39. 39. TOPdesk on Tour #topdeskontour Thank you!

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