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5555NPS SecretsNPS SecretsNPS SecretsNPS SecretsininininCustomerCustomerCustomerCustomerServiceServiceServiceServiceNPS Se...
Hi,Im Harry HeijligersId like to share some of mylearningsI was NPS Program Managerwithin Vodafone Netherlandsfrom 2010 to...
2012the year of
2012the year of
Winning is somethingWinning is somethingWinning is somethingWinning is somethingyou do never aloneyou do never aloneyou do...
behind everybehind everybehind everybehind every succesfullsuccesfullsuccesfullsuccesfull athleteathleteathleteathlete
is standing ais standing ais standing ais standing asuccesfullsuccesfullsuccesfullsuccesfull teamteamteamteam
one athleteone athleteone athleteone athlete
supported by asupported by asupported by asupported by asuccesfulsuccesfulsuccesfulsuccesful teamteamteamteamone athleteon...
visiblevisiblevisiblevisible
visiblevisiblevisiblevisibleinvisibleinvisibleinvisibleinvisible
For every 0,01For every 0,01For every 0,01For every 0,01second quickersecond quickersecond quickersecond quicker
iiiit needs tens oft needs tens oft needs tens oft needs tens ofrequirements perfectlyrequirements perfectlyrequirements p...
5555success factorssuccess factorssuccess factorssuccess factorsworld class performanceworld class performanceworld class ...
5555success factorssuccess factorssuccess factorssuccess factorsworld class performanceworld class performanceworld class ...
the Athletethe Athletethe Athletethe Athlete
the Athletethe Athletethe Athletethe AthleteTalent (“DNA”)PersonalityMental powerExperience
professionalprofessionalprofessionalprofessionalsupportive teamsupportive teamsupportive teamsupportive team
professionalprofessionalprofessionalprofessionalsupportive teamsupportive teamsupportive teamsupportive teamAutonomousSyne...
audienceaudienceaudienceaudience
audienceaudienceaudienceaudienceApplausValueIncome /Revenue
competitioncompetitioncompetitioncompetition
competitioncompetitioncompetitioncompetitionDriving forceInspiration
meansmeansmeansmeans
meansmeansmeansmeansState-of-the-ArtPerfection
2012the year of
2012the year of
the Customerthe Customerthe Customerthe CustomerServiceServiceServiceServiceathletesathletesathletesathletes
are ourare ourare ourare ourAgents !Agents !Agents !Agents !the Customerthe Customerthe Customerthe CustomerService athlet...
What is necessaryto make ourCustomer Service Agentsexcell in every customer call?
the Agentthe Agentthe Agentthe AgentManagementManagementManagementManagementTeam & StaffTeam & StaffTeam & StaffTeam & Sta...
Winning is somethingWinning is somethingWinning is somethingWinning is somethingyou do never aloneyou do never aloneyou do...
Please share thispresentationorvisit my blogorconnect with mehttps://twitter.com/hetGesprekvdDaghttp://hetGesprekvandedag....
PHOTO CREDITSIN THIS PRESENTATION I HAVE USED A NUMBER OFPHOTOS WHERE I HAVE NOT BEEN ABLE TODETERMINE THE ACTUAL OWNER.I ...
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5 NPS Secrets in Customer Service

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In order to make Customer Service Agents excell in every customer call it takes 5 NPS Secrets
by Harry Heijligers

Published in: Business
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5 NPS Secrets in Customer Service

  1. 1. 5555NPS SecretsNPS SecretsNPS SecretsNPS SecretsininininCustomerCustomerCustomerCustomerServiceServiceServiceServiceNPS SecretsNPS SecretsNPS SecretsNPS SecretsininininCustomerCustomerCustomerCustomerServiceServiceServiceService
  2. 2. Hi,Im Harry HeijligersId like to share some of mylearningsI was NPS Program Managerwithin Vodafone Netherlandsfrom 2010 to 2012 to boost theNPS of Customer Management
  3. 3. 2012the year of
  4. 4. 2012the year of
  5. 5. Winning is somethingWinning is somethingWinning is somethingWinning is somethingyou do never aloneyou do never aloneyou do never aloneyou do never alone
  6. 6. behind everybehind everybehind everybehind every succesfullsuccesfullsuccesfullsuccesfull athleteathleteathleteathlete
  7. 7. is standing ais standing ais standing ais standing asuccesfullsuccesfullsuccesfullsuccesfull teamteamteamteam
  8. 8. one athleteone athleteone athleteone athlete
  9. 9. supported by asupported by asupported by asupported by asuccesfulsuccesfulsuccesfulsuccesful teamteamteamteamone athleteone athleteone athleteone athlete
  10. 10. visiblevisiblevisiblevisible
  11. 11. visiblevisiblevisiblevisibleinvisibleinvisibleinvisibleinvisible
  12. 12. For every 0,01For every 0,01For every 0,01For every 0,01second quickersecond quickersecond quickersecond quicker
  13. 13. iiiit needs tens oft needs tens oft needs tens oft needs tens ofrequirements perfectlyrequirements perfectlyrequirements perfectlyrequirements perfectlyfullfilledfullfilledfullfilledfullfilledFor every 0,01For every 0,01For every 0,01For every 0,01second quickersecond quickersecond quickersecond quicker
  14. 14. 5555success factorssuccess factorssuccess factorssuccess factorsworld class performanceworld class performanceworld class performanceworld class performanceconsists ofconsists ofconsists ofconsists of
  15. 15. 5555success factorssuccess factorssuccess factorssuccess factorsworld class performanceworld class performanceworld class performanceworld class performanceconsists ofconsists ofconsists ofconsists of
  16. 16. the Athletethe Athletethe Athletethe Athlete
  17. 17. the Athletethe Athletethe Athletethe AthleteTalent (“DNA”)PersonalityMental powerExperience
  18. 18. professionalprofessionalprofessionalprofessionalsupportive teamsupportive teamsupportive teamsupportive team
  19. 19. professionalprofessionalprofessionalprofessionalsupportive teamsupportive teamsupportive teamsupportive teamAutonomousSynergyMovers &Shakers
  20. 20. audienceaudienceaudienceaudience
  21. 21. audienceaudienceaudienceaudienceApplausValueIncome /Revenue
  22. 22. competitioncompetitioncompetitioncompetition
  23. 23. competitioncompetitioncompetitioncompetitionDriving forceInspiration
  24. 24. meansmeansmeansmeans
  25. 25. meansmeansmeansmeansState-of-the-ArtPerfection
  26. 26. 2012the year of
  27. 27. 2012the year of
  28. 28. the Customerthe Customerthe Customerthe CustomerServiceServiceServiceServiceathletesathletesathletesathletes
  29. 29. are ourare ourare ourare ourAgents !Agents !Agents !Agents !the Customerthe Customerthe Customerthe CustomerService athletesService athletesService athletesService athletes
  30. 30. What is necessaryto make ourCustomer Service Agentsexcell in every customer call?
  31. 31. the Agentthe Agentthe Agentthe AgentManagementManagementManagementManagementTeam & StaffTeam & StaffTeam & StaffTeam & StaffCustomersCustomersCustomersCustomersmeansmeansmeansmeans“competition”“competition”“competition”“competition”
  32. 32. Winning is somethingWinning is somethingWinning is somethingWinning is somethingyou do never aloneyou do never aloneyou do never aloneyou do never alone
  33. 33. Please share thispresentationorvisit my blogorconnect with mehttps://twitter.com/hetGesprekvdDaghttp://hetGesprekvandedag.blogspot.nl/www.linkedin.com/in/harryheijligers
  34. 34. PHOTO CREDITSIN THIS PRESENTATION I HAVE USED A NUMBER OFPHOTOS WHERE I HAVE NOT BEEN ABLE TODETERMINE THE ACTUAL OWNER.I HONOR AND RESPECT THESE UNKNOWNPHOTOGRAPHERS FOR THEIR AWESOME WORK.BY USING THESE IMAGES I MIGHT VERY WELLHAVE F*CKED UP AND BROKEN A FEW COPYRIGHTLAWS. IF I HAVE MESSED UP YOUR LIFE BY USINGYOUR PHOTO, LET ME KNOW. RESPECT.

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