Hi, I'm Harry Heijligers
I was NPS Program Manager within Vodafone Netherlands from 2010 to 2012 to boost the NPS of Customer Management
I'd like to share some of my learnings
2012 the year of
2012 the year of
Winning is something you do never alone
behind every succesfull athlete
is standing a succesfull team
one athlete
one athlete
supported by a succesful team
visible
visible
invisible
For every 0,01 second quicker
For every 0,01 second quicker
it needs tens of requirements perfectly fullfilled
world class performance consists of
5
success factors
world class performance consists of
5
success factors
the Athlete
the Athlete
Talent (“DNA”) Personality Mental power Experience
professional supportive team
professional supportive team
Autonomous Synergy Movers & Shakers
audience
audience
Applaus Value Income / Revenue
competition
competition
Driving force Inspiration
means
means
State-of-the-Art Perfection
2012 the year of
2012 the year of
the Customer Service athletes
the Customer Service athletes
are our Agents !
What is necessary to make our Customer Service Agents excell in every customer call?
the Agent
means
Management Team & Staff Customers
“competition”
Winning is something you do never alone
Please share this presentation or visit my blog
http://hetGesprekvandedag.blogspot.nl/
or connect with me
https://twitter.com/hetGesprekvdDag 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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