5 NPS Secrets in Customer Service

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Harry Heijligers, PMP ★ NLP ★

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

Business

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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

Winning is somethingWinning is somethingWinning is somethingWinning is something
you do never aloneyou do never aloneyou do never aloneyou do never alone

behind everybehind everybehind everybehind every succesfullsuccesfullsuccesfullsuccesfull athleteathleteathleteathlete

is standing ais standing ais standing ais standing a
succesfullsuccesfullsuccesfullsuccesfull teamteamteamteam

one athleteone athleteone athleteone athlete

supported by asupported by asupported by asupported by a
succesfulsuccesfulsuccesfulsuccesful teamteamteamteam
one athleteone athleteone athleteone athlete

visiblevisiblevisiblevisible
invisibleinvisibleinvisibleinvisible

For every 0,01For every 0,01For every 0,01For every 0,01
second quickersecond quickersecond quickersecond quicker

iiiit needs tens oft needs tens oft needs tens oft needs tens of
requirements perfectlyrequirements perfectlyrequirements perfectlyrequirements perfectly
fullfilledfullfilledfullfilledfullfilled
For every 0,01For every 0,01For every 0,01For every 0,01
second quickersecond quickersecond quickersecond quicker

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success factorssuccess factorssuccess factorssuccess factors
world class performanceworld class performanceworld class performanceworld class performance
consists ofconsists ofconsists ofconsists of

the Athletethe Athletethe Athletethe Athlete

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

professionalprofessionalprofessionalprofessional
supportive teamsupportive teamsupportive teamsupportive team

professionalprofessionalprofessionalprofessional
supportive teamsupportive teamsupportive teamsupportive team
Autonomous
Synergy
Movers &
Shakers

audienceaudienceaudienceaudience
Applaus
Value
Income /
Revenue

competitioncompetitioncompetitioncompetition

competitioncompetitioncompetitioncompetition
Driving force
Inspiration

meansmeansmeansmeans
State-of-the-Art
Perfection

the Customerthe Customerthe Customerthe Customer
ServiceServiceServiceService
athletesathletesathletesathletes

are ourare ourare ourare our
Agents !Agents !Agents !Agents !
the Customerthe Customerthe Customerthe Customer
Service athletesService athletesService athletesService athletes

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

the Agentthe Agentthe Agentthe Agent
ManagementManagementManagementManagement
Team & StaffTeam & StaffTeam & StaffTeam & Staff
CustomersCustomersCustomersCustomers
meansmeansmeansmeans
“competition”“competition”“competition”“competition”

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

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.

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5 NPS Secrets in Customer Service

1. 5555 NPS SecretsNPS SecretsNPS SecretsNPS Secrets inininin CustomerCustomerCustomerCustomer ServiceServiceServiceService NPS SecretsNPS SecretsNPS SecretsNPS Secrets inininin CustomerCustomerCustomerCustomer ServiceServiceServiceService

2. 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

3. 2012 the year of

4. 2012 the year of

5. Winning is somethingWinning is somethingWinning is somethingWinning is something you do never aloneyou do never aloneyou do never aloneyou do never alone

6. behind everybehind everybehind everybehind every succesfullsuccesfullsuccesfullsuccesfull athleteathleteathleteathlete

7. is standing ais standing ais standing ais standing a succesfullsuccesfullsuccesfullsuccesfull teamteamteamteam

8. one athleteone athleteone athleteone athlete

9. supported by asupported by asupported by asupported by a succesfulsuccesfulsuccesfulsuccesful teamteamteamteam one athleteone athleteone athleteone athlete

10. visiblevisiblevisiblevisible

11. visiblevisiblevisiblevisible invisibleinvisibleinvisibleinvisible

12. For every 0,01For every 0,01For every 0,01For every 0,01 second quickersecond quickersecond quickersecond quicker

13. iiiit needs tens oft needs tens oft needs tens oft needs tens of requirements perfectlyrequirements perfectlyrequirements perfectlyrequirements perfectly fullfilledfullfilledfullfilledfullfilled For every 0,01For every 0,01For every 0,01For every 0,01 second quickersecond quickersecond quickersecond quicker

14. 5555 success factorssuccess factorssuccess factorssuccess factors world class performanceworld class performanceworld class performanceworld class performance consists ofconsists ofconsists ofconsists of

15. 5555 success factorssuccess factorssuccess factorssuccess factors world class performanceworld class performanceworld class performanceworld class performance consists ofconsists ofconsists ofconsists of

16. the Athletethe Athletethe Athletethe Athlete

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

18. professionalprofessionalprofessionalprofessional supportive teamsupportive teamsupportive teamsupportive team

19. professionalprofessionalprofessionalprofessional supportive teamsupportive teamsupportive teamsupportive team Autonomous Synergy Movers & Shakers

20. audienceaudienceaudienceaudience

21. audienceaudienceaudienceaudience Applaus Value Income / Revenue

22. competitioncompetitioncompetitioncompetition

23. competitioncompetitioncompetitioncompetition Driving force Inspiration

24. meansmeansmeansmeans

25. meansmeansmeansmeans State-of-the-Art Perfection

26. 2012 the year of

27. 2012 the year of

28. the Customerthe Customerthe Customerthe Customer ServiceServiceServiceService athletesathletesathletesathletes

29. are ourare ourare ourare our Agents !Agents !Agents !Agents ! the Customerthe Customerthe Customerthe Customer Service athletesService athletesService athletesService athletes

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

31. the Agentthe Agentthe Agentthe Agent ManagementManagementManagementManagement Team & StaffTeam & StaffTeam & StaffTeam & Staff CustomersCustomersCustomersCustomers meansmeansmeansmeans “competition”“competition”“competition”“competition”

32. Winning is somethingWinning is somethingWinning is somethingWinning is something you do never aloneyou do never aloneyou do never aloneyou do never alone

33. 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

34. 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.

5 NPS Secrets in Customer Service

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