The presentation discusses how online retailers can effectively manage product returns to enhance customer satisfaction and loyalty while maintaining profitability. Key strategies include offering hassle-free return processes, such as free shipping and convenient drop-off options, which significantly influence customer purchasing decisions. Successful return logistics not only improve efficiency but also drive sales and reduce customer service workloads.
This document discusses plans to create an international customer support center. Key points include:
- The center will consolidate support teams from Germany, the Netherlands, Belgium, and other countries to increase efficiency, save costs, and share knowledge.
- Extensive preparation work was required, including analyzing employee activities, involving key stakeholders, addressing language and cultural issues, and optimizing procedures.
- The center will be located in Roermond, Netherlands near the headquarters and borders for practical reasons. It will not have physical offices in each country.
- Challenges include differing languages, business cultures, legal issues, and ensuring effective communication and information sharing across borders. Ongoing work is focused on continuous improvement.
Physical Science Ch 2, sec 1 tools in sciencemshenry
油
Scientists use tools and models to make observations and analyze data. The International System of Units (SI) provides standard units of measurement for length, mass, volume, density, and temperature, with common units being meters, kilograms, liters, cubic meters, kelvin. Models are used to represent real objects or systems, and can take physical, conceptual, or mathematical forms, though all have limitations since they are not exact replicas. Theories and laws are important in science, with theories explaining observations and being supported by evidence, and laws reliably predicting events under certain conditions.
The document reviews the quality of life and various metrics for residents in Halifax, revealing overall satisfaction levels with municipal services, safety perceptions, and community tolerance. It discusses performance ratings of the mayor and council as well as resident opinions on development projects and local driving habits. The document provides insights into changes in activity levels and the economy, highlighting both support for development and concerns regarding safety and driving behaviors.
The Greater Halifax Partnership's 'Hire Immigrant - Halifax' report outlines the successful implementation of the immigrationworksinhalifax initiative from January to December 2009, aiming to raise awareness and integration of immigrants into the workforce. Key highlights include a marketing campaign, the launch of a connector program that links immigrants with established business leaders, and initiatives to support employers in hiring skilled immigrants. The report also identifies challenges faced and solutions proposed to enhance immigrant employment opportunities in Halifax.
The document provides the July 2012 newsletter for the Albany Area Bassmasters club. It summarizes the previous month's tournaments, congratulating the winners, and thanks the volunteers who helped. It announces the upcoming July meeting agenda will focus on discussing the prior tournaments and drawing for the July Saratoga tournament. Members are also encouraged to sign up for the August Husband and Wife tournament. The meeting minutes from June and new business regarding a raffle fundraiser for the club team championship are also included.
The document provides reviews and details about the films Harry Potter and the Deathly Hallows Part 1 and Part 2. It summarizes that Part 1 sees Harry, Ron, and Hermione trying to find and destroy Voldemort's horcruxes to defeat him while avoiding capture. Part 2 depicts the final battle between good and evil at Hogwarts where Harry discovers the last horcrux and has a final confrontation with Voldemort, bringing the film series to an end. While the films suffered from being drawn out franchises, the reviews note that Part 2 restored magic to the conclusion of the beloved story and film series.
Intense imbroglios experiences in cameroonVerina Ingram
油
Dr. Verina Ingram's keynote speech at the book launch discusses Cameroon's socio-economic challenges, including governance issues, high poverty rates, and a predominantly underemployed workforce. It highlights the prevalence of corruption and the impact of political and economic elites on national wealth, contributing to a rising wealth inequality. Despite some movements towards prosperity, there is significant brain drain and dissatisfaction among the youth, prompting them to seek opportunities abroad.
This document summarizes recent developments in aviation law across various topics:
- Insurance case law addressed the validity of appraisal clauses, compliance with pilot warranties, and bad faith claims.
- Most federal circuit courts have adopted federal preemption of aviation safety, but approaches differ across circuits.
- Federal jurisdiction issues concerned when federal question, diversity, or admiralty jurisdiction apply to aviation cases.
- Personal jurisdiction cases addressed various aviation entities like manufacturers, operators, and overhaul facilities.
- Other topics included the General Aviation Revitalization Act and its interpretations, expert testimony admissibility, punitive damages availability, and interpretations of the Montreal Convention.
PA EI Leadership Meeting: Technology to Suppoty EI LeadersJenny Brown
油
Jenny Brown presented on using technology to support early intervention leaders. She showed examples of using tools like Tagxedo, Polleverywhere, and iMovie to help with administration, direct services, and professional development. Brown discussed finding the right technology tools to build caregiver capacity and support child development, such as using a flip camera, iPad, or laptop to share information, model skills, and allow for reflection. Going forward, she recommended exploring free and paid apps and websites that can be used for classes, meetings, trainings and self-review.
The document is a guide for South Carolina Pride 2008 events held in Columbia, SC from August 22nd to October 12th. It includes a schedule of over 30 events such as drag shows, dances, films, parades, picnics and more. RuPaul is featured as the headliner of the Pride celebration on September 20th in Finlay Park. The guide also provides information on local accommodations, bars and restaurants that are LGBT friendly.
The Evarts Rink located at The Harvey School in Katonah, NY offers ice skating programs like free skate and figure skating lessons in a multipurpose venue, but the rink's upstairs seating, lack of bleachers, outdated technology, dirt parking lot, and dark lighting are negatives. The rink manager learned about maintaining the ice rink, the money and staff needed for upkeep, and organization through running the facility.
The document discusses 5 topics: the steroid era, open source software, Netscape, informing through technology, and supply chain management. It contains photos related to these topics from Wikipedia, Walmart, Netscape, Google, and wireless internet. The document concludes by thanking the listener.
Build Great Apps on Android - Boris Chan - FITC Spotlight AndroidBoris Chan
油
1. The document discusses building apps for the fragmented Android ecosystem. It recommends understanding Android fragmentation and using Holo guidelines to provide a consistent experience.
2. Holo aims to unify the Android UI through principles like simplicity, beauty, and empowering users. The document reviews Holo and discusses challenges like backwards compatibility.
3. It provides tips for designing within the fragmented Android environment, including following Pure Android patterns and not mimicking other platforms. The key is understanding users, platforms, and using libraries to support older versions.
The presentation by Maria McGowan emphasizes the importance of social media for businesses, highlighting that while tools and platforms may change, the fundamental need for social interaction will remain. It outlines the Greater Halifax Partnership's annual social media strategy, which includes various platforms, metrics for success, and measures for engagement, focusing on both qualitative and quantitative metrics. Additionally, the presentation addresses the need for defined social media objectives and customer lifetime value in planning campaigns.
Rene Descartes was a rationalist philosopher who believed that knowledge could be attained through reason, logic, and mathematics rather than senses or experience. He viewed the world and living things as operating like machines, and proposed a dualist view that the mind and body are distinct - the mind having a non-physical spiritual element while the body is physical matter. This raised the mind-body problem of how something non-physical like thinking can influence the physical body. Descartes is famous for his philosophical statement "I think, therefore I am."
Forest-poverty-commodity links in the Congo Basin: A value chain perspectiveVerina Ingram
油
1) The document discusses forest-poverty-commodity links in the Congo Basin, focusing on non-timber forest products (NTFPs) value chains and their significance for livelihoods.
2) Fieldwork was conducted from 2007-2010 in Cameroon and the Democratic Republic of Congo on 9 NTFP chains involving interviews with over 4,300 actors.
3) The research found that NTFPs make meaningful economic contributions to actors' livelihoods, especially for women and rural communities, but that overexploitation and lack of sustainable practices threaten the long-term viability of these resources and livelihoods.
The document provides an overview of effective networking strategies outlined in a program by Denise De Long, emphasizing the importance of building genuine relationships and trust in professional settings. It includes tips on conversation starters, preparing for networking events, crafting a personal pitch, and following up after interactions. The ultimate goal is to leverage networking for career advancement through personal connections and referrals.
This document discusses Commodigy, a green trading company that recycles plastics. It buys truckloads of blue medical wrap and manufactures sustainable products from it. Commodigy turns what was an expense for hospitals into a revenue generator by collecting the blue wrap and transporting it to be recycled. The document provides information on best practices for blue wrap recycling and a questionnaire for hospitals regarding their waste removal processes and storage capabilities.
El documento presenta casos de estudio sobre la implementaci坦n de pol鱈ticas para desarrollar sociedades del conocimiento en diferentes pa鱈ses, como el Reino Unido, Finlandia, Irlanda y Estonia, destacando su enfoque en la econom鱈a, inclusi坦n, infraestructura tecnol坦gica y desarrollo multifac辿tico. Se analiza el nivel de preparaci坦n de cada pa鱈s en t辿rminos de acceso a TIC, pol鱈ticas y participaci坦n de interesados. Adem叩s, se discuten las adaptaciones necesarias para las nuevas funciones de los funcionarios p炭blicos y las organizaciones en este contexto.
V Selvarajan is an experienced banking and finance trainer with over 20 years of experience in credit appraisal and management. He has trained over 50,000 individuals in banking, finance, soft skills, and leadership. Currently, he works as a training consultant through his company Diligence Academy, and also serves as a visiting faculty member for several universities. He aims to use his expertise in banking, credit, teaching, and management to emerge as a leading training professional and consultant.
Bridging the Gaps Final Event: Managing Resource Networks with a Generic Open...UCL
油
The document discusses the Hydroplatform, an open-source software designed for managing resource networks across various sectors such as water and energy. It outlines its capabilities in systems modeling, applications in contexts like Londons water supply and Zambezi basin hydropower, and emphasizes its role in facilitating model development and innovation. The presentation highlights the importance of user interfaces and data management for addressing complex resource challenges effectively.
Physical Science Ch 2, sec 1 tools in sciencemshenry
油
Scientists use tools and models to make observations and analyze data. The International System of Units (SI) provides standard units of measurement for length, mass, volume, density, and temperature, with common units being meters, kilograms, liters, cubic meters, kelvin. Models are used to represent real objects or systems, and can take physical, conceptual, or mathematical forms, though all have limitations since they are not exact replicas. Theories and laws are important in science, with theories explaining observations and being supported by evidence, and laws reliably predicting events under certain conditions.
The document reviews the quality of life and various metrics for residents in Halifax, revealing overall satisfaction levels with municipal services, safety perceptions, and community tolerance. It discusses performance ratings of the mayor and council as well as resident opinions on development projects and local driving habits. The document provides insights into changes in activity levels and the economy, highlighting both support for development and concerns regarding safety and driving behaviors.
The Greater Halifax Partnership's 'Hire Immigrant - Halifax' report outlines the successful implementation of the immigrationworksinhalifax initiative from January to December 2009, aiming to raise awareness and integration of immigrants into the workforce. Key highlights include a marketing campaign, the launch of a connector program that links immigrants with established business leaders, and initiatives to support employers in hiring skilled immigrants. The report also identifies challenges faced and solutions proposed to enhance immigrant employment opportunities in Halifax.
The document provides the July 2012 newsletter for the Albany Area Bassmasters club. It summarizes the previous month's tournaments, congratulating the winners, and thanks the volunteers who helped. It announces the upcoming July meeting agenda will focus on discussing the prior tournaments and drawing for the July Saratoga tournament. Members are also encouraged to sign up for the August Husband and Wife tournament. The meeting minutes from June and new business regarding a raffle fundraiser for the club team championship are also included.
The document provides reviews and details about the films Harry Potter and the Deathly Hallows Part 1 and Part 2. It summarizes that Part 1 sees Harry, Ron, and Hermione trying to find and destroy Voldemort's horcruxes to defeat him while avoiding capture. Part 2 depicts the final battle between good and evil at Hogwarts where Harry discovers the last horcrux and has a final confrontation with Voldemort, bringing the film series to an end. While the films suffered from being drawn out franchises, the reviews note that Part 2 restored magic to the conclusion of the beloved story and film series.
Intense imbroglios experiences in cameroonVerina Ingram
油
Dr. Verina Ingram's keynote speech at the book launch discusses Cameroon's socio-economic challenges, including governance issues, high poverty rates, and a predominantly underemployed workforce. It highlights the prevalence of corruption and the impact of political and economic elites on national wealth, contributing to a rising wealth inequality. Despite some movements towards prosperity, there is significant brain drain and dissatisfaction among the youth, prompting them to seek opportunities abroad.
This document summarizes recent developments in aviation law across various topics:
- Insurance case law addressed the validity of appraisal clauses, compliance with pilot warranties, and bad faith claims.
- Most federal circuit courts have adopted federal preemption of aviation safety, but approaches differ across circuits.
- Federal jurisdiction issues concerned when federal question, diversity, or admiralty jurisdiction apply to aviation cases.
- Personal jurisdiction cases addressed various aviation entities like manufacturers, operators, and overhaul facilities.
- Other topics included the General Aviation Revitalization Act and its interpretations, expert testimony admissibility, punitive damages availability, and interpretations of the Montreal Convention.
PA EI Leadership Meeting: Technology to Suppoty EI LeadersJenny Brown
油
Jenny Brown presented on using technology to support early intervention leaders. She showed examples of using tools like Tagxedo, Polleverywhere, and iMovie to help with administration, direct services, and professional development. Brown discussed finding the right technology tools to build caregiver capacity and support child development, such as using a flip camera, iPad, or laptop to share information, model skills, and allow for reflection. Going forward, she recommended exploring free and paid apps and websites that can be used for classes, meetings, trainings and self-review.
The document is a guide for South Carolina Pride 2008 events held in Columbia, SC from August 22nd to October 12th. It includes a schedule of over 30 events such as drag shows, dances, films, parades, picnics and more. RuPaul is featured as the headliner of the Pride celebration on September 20th in Finlay Park. The guide also provides information on local accommodations, bars and restaurants that are LGBT friendly.
The Evarts Rink located at The Harvey School in Katonah, NY offers ice skating programs like free skate and figure skating lessons in a multipurpose venue, but the rink's upstairs seating, lack of bleachers, outdated technology, dirt parking lot, and dark lighting are negatives. The rink manager learned about maintaining the ice rink, the money and staff needed for upkeep, and organization through running the facility.
The document discusses 5 topics: the steroid era, open source software, Netscape, informing through technology, and supply chain management. It contains photos related to these topics from Wikipedia, Walmart, Netscape, Google, and wireless internet. The document concludes by thanking the listener.
Build Great Apps on Android - Boris Chan - FITC Spotlight AndroidBoris Chan
油
1. The document discusses building apps for the fragmented Android ecosystem. It recommends understanding Android fragmentation and using Holo guidelines to provide a consistent experience.
2. Holo aims to unify the Android UI through principles like simplicity, beauty, and empowering users. The document reviews Holo and discusses challenges like backwards compatibility.
3. It provides tips for designing within the fragmented Android environment, including following Pure Android patterns and not mimicking other platforms. The key is understanding users, platforms, and using libraries to support older versions.
The presentation by Maria McGowan emphasizes the importance of social media for businesses, highlighting that while tools and platforms may change, the fundamental need for social interaction will remain. It outlines the Greater Halifax Partnership's annual social media strategy, which includes various platforms, metrics for success, and measures for engagement, focusing on both qualitative and quantitative metrics. Additionally, the presentation addresses the need for defined social media objectives and customer lifetime value in planning campaigns.
Rene Descartes was a rationalist philosopher who believed that knowledge could be attained through reason, logic, and mathematics rather than senses or experience. He viewed the world and living things as operating like machines, and proposed a dualist view that the mind and body are distinct - the mind having a non-physical spiritual element while the body is physical matter. This raised the mind-body problem of how something non-physical like thinking can influence the physical body. Descartes is famous for his philosophical statement "I think, therefore I am."
Forest-poverty-commodity links in the Congo Basin: A value chain perspectiveVerina Ingram
油
1) The document discusses forest-poverty-commodity links in the Congo Basin, focusing on non-timber forest products (NTFPs) value chains and their significance for livelihoods.
2) Fieldwork was conducted from 2007-2010 in Cameroon and the Democratic Republic of Congo on 9 NTFP chains involving interviews with over 4,300 actors.
3) The research found that NTFPs make meaningful economic contributions to actors' livelihoods, especially for women and rural communities, but that overexploitation and lack of sustainable practices threaten the long-term viability of these resources and livelihoods.
The document provides an overview of effective networking strategies outlined in a program by Denise De Long, emphasizing the importance of building genuine relationships and trust in professional settings. It includes tips on conversation starters, preparing for networking events, crafting a personal pitch, and following up after interactions. The ultimate goal is to leverage networking for career advancement through personal connections and referrals.
This document discusses Commodigy, a green trading company that recycles plastics. It buys truckloads of blue medical wrap and manufactures sustainable products from it. Commodigy turns what was an expense for hospitals into a revenue generator by collecting the blue wrap and transporting it to be recycled. The document provides information on best practices for blue wrap recycling and a questionnaire for hospitals regarding their waste removal processes and storage capabilities.
El documento presenta casos de estudio sobre la implementaci坦n de pol鱈ticas para desarrollar sociedades del conocimiento en diferentes pa鱈ses, como el Reino Unido, Finlandia, Irlanda y Estonia, destacando su enfoque en la econom鱈a, inclusi坦n, infraestructura tecnol坦gica y desarrollo multifac辿tico. Se analiza el nivel de preparaci坦n de cada pa鱈s en t辿rminos de acceso a TIC, pol鱈ticas y participaci坦n de interesados. Adem叩s, se discuten las adaptaciones necesarias para las nuevas funciones de los funcionarios p炭blicos y las organizaciones en este contexto.
V Selvarajan is an experienced banking and finance trainer with over 20 years of experience in credit appraisal and management. He has trained over 50,000 individuals in banking, finance, soft skills, and leadership. Currently, he works as a training consultant through his company Diligence Academy, and also serves as a visiting faculty member for several universities. He aims to use his expertise in banking, credit, teaching, and management to emerge as a leading training professional and consultant.
Bridging the Gaps Final Event: Managing Resource Networks with a Generic Open...UCL
油
The document discusses the Hydroplatform, an open-source software designed for managing resource networks across various sectors such as water and energy. It outlines its capabilities in systems modeling, applications in contexts like Londons water supply and Zambezi basin hydropower, and emphasizes its role in facilitating model development and innovation. The presentation highlights the importance of user interfaces and data management for addressing complex resource challenges effectively.
Werken aan engagement | Target Point, guide to changeAngela van de Loo
油
Rationele en emotionele betrokkenheid, key to success. In winnende organisaties zijn > 60% van de medewerkers verdeeld over de hele organisatie engaged, betrokken en bevlogen. Als manager heb je impact. Wat kun je doen om het engagement te verhogen?
Werken aan engagement | Target Point, guide to changeangela van de Loo
油
In succesvolle organisaties is meer dan 60% van alle mensen in de organisatie engaged. Rationele en emotionele betrokkenheid ofwel betrokken en bevlogen. Hoe hier te komen?
Deze presentatie werd gebruikt tijdens ons event 'Perspectief op Succes' dat we in 2009 meerdere keren organiseerden.
Het doel hiervan was onze klanten en relaties een boost te geven in moeilijke tijden.
Wie ben en waar sta ik voor als ondernemer? FlandersDC
油
Presentatie van Carlo Vuijlsteke voor het Creativexchange-traject van Voka Limburg (http://www.voka.be/limburg/opleidingen/2017/3/starters-creativexchange-20-traject-1/)
Voor het interne opleidingsprogramma bj Logica (genaamd Pacemaker) heb ik de Happiness@Work(shop) ontwikkeld.
Deze workshop heb ik opgezet met ondersteuning van Happinesscoach Onno Hamburger van http://www.gelukkigwerken.nl/ .
Workshop Smin Inleiding De Klant Centraal 2009Linda113b
油
Workshop belicht de relatie met de klant vanuit drie perspectieven:
- persoonlijke relatie met de klant
- relatie tussen de klant en jouw organisatie
- jij als klant? Wat vind je belangrijk?
Presentatie customer delight zorgt voor enthousiaste medewerkers
1. Ik ben Addy Rijkens. Als marketingadviseur
help ik zorgorganisaties om succesvol te
excelleren tot een klantgerichte organisatie.
Met mijn enthousiasme inspireer ik
zorgprofessionals om te genieten van zeer
tevreden zorgklanten.
CV mini
Hollander
42 jaar
Sinds 2004 woonachtig in Vlaanderen
Gehuwd, drie kinderen
Opleiding/ervaring: Marketing
Sinds 2010 werkzaam bij Probis
Customerdelight
2. AGENDA
Wat is Customer Delight?
Waarom Customer Delight?
Basisstrategie谷n
Wat betekent dat voor uw
organisatie?
Wat betekent dat voor HRM?
Customerdelight
3. Denk 5 minuten na over de volgende vragen:
Wat was de laatste keer dat u als klant zeer
tevreden/enthousiast over een organisatie was?
Wat gebeurde er toen? Hoe kwam dit?
Wat gebeurde er met u als persoon?
Hoe heeft u hierna op deze gebeurtenis gereageerd naar
uw omgeving?
Wat is Customer Delight?
Customerdelight
4. Customer Delight
Customer Delight is een positieve emotionele en rationele staat
van de klant die leidt tot enthousiasme over de organisatie
Klanten uiten dit in de vorm van positieve emoties, een zeer
hoge mate van tevredenheid (zeer tevreden/uiterst tevreden)
en een sterke intentie om de relatie voort te zetten, te
versterken en de organisatie bij anderen aan te bevelen
Wat is Customer Delight?
Customerdelight
10. Argumenten voor Customer Delight
Het kost 5x minder om een zorgklant te houden dan een nieuwe te
winnen
Kans dat zeer tevreden/enthousiaste zorgklanten blijft, is 3-5x groter
dan tevreden zorgklanten
Meer nieuwe zorgklanten door aanbevelingen dan door promotie
80-90% van aanbevelingen door enthousiaste zorgklanten
Customer Delight zorgt voor enthousiaste en gemotiveerde
medewerkers en goede werksfeer.
Waarom Customer Delight?
Customerdelight
15. Emoties van: Plezier en verrassing
Basisstrategie 1:
overtreffen/overstijgen van verwachtingen
Basisstrategie谷n
Customerdelight
relationeel proces materieel
Speel in op
onuitgesproken
wensen
Los problemen
voortreffelijk op,
ongeacht de oorzaak
Verkoop geen nee
Zorg voor
verrassende
procesprestaties
Ontwikkel klantreizen
die de verwachtingen
overtreffen
Realiseer magische
momenten
Zorg dat de kosten
lager zijn dan
verwacht
Geef een kleine geste
Overcompenseer de
zorgklant bij
problemen
Wow
16. Speelt in op menselijke behoefte
Basisstrategie 2:
warmte en egostraling
Basisstrategie谷n
Customerdelight
Warmte en welge-
meende aandacht
Procesherkenning
en erkenning
Denk met de portemonne
van de klant mee,
klantbelang boven eigen
belang
Echte aandacht en positief
emotioneel contact
De zorgklant voelt zich
herkent door de organisatie
Waardeer zorgklanten, geef
ze het gevoel dat ze
belangrijk zijn, biedt
maatwerk service
Vraag klanten mee te
denken
18. Wat betekent dit voor uw
organisatie?
Bent u er klaar voor?
Eigen recept dat werkt voor uw organisatie
Little acts of kindness en/of structurele
maatregelen
Customerdelight Wat betekent dat voor uw organisatie?
20. Customerdelight Wat betekent dat voor uw organisatie?
4 prioriteiten
1.Veiligheid
2.Hoffelijkheid
3.Presentatie
4.Efficientie
21. Customerdelight Wat betekent dat voor uw organisatie?
Eerst hoffelijkheid daarna pas effici谷ntie
Effici谷ntie van de afdeling
staat voorop
Interne focus
Territoriumgedrag
Vechten om mensen en
middelen
Hoffelijkheid en service
staat voorop
Externe focus
Ontvankelijkheid
Mensen en middelen
delen
Resulteert in algehele
ineffici谷ntie
Resulteert in algehele
effici谷ntie
22. Gewenste klantbeleving
en emoties
Visie en richting
Gedrag van
medewerkers
Procesinrichting
en systemen
Sturing
Customerdelight Wat betekent dat voor uw organisatie?
O3 - Het Outside-in werken
Procesinrichting en
systemen
Sturing
Visie en
richting
Gedrag van
medewerkers
Klantbeleving
en emoties
X
23. Consequenties voor
Echt luisteren naar klanten
Ambities organisatie
Medewerkers
Management
Processen
Sturing
Customerdelight Wat betekent dat voor uw organisatie?
26. Customerdelight
Wat betekent dat voor HRM?
De best en slechtst scorende items
Beste scorende items
Goed dagelijks onthaal
De inrichting van de kamer/leefruimte/flat
Klachten worden opgevolgd
Goede begeleiding en hulp tijdens maaltijden
Keuze bij de maaltijden
Slechtst scorende items
Mogelijkheid tot contact en begeleiding SD/servicebemiddelaar
Afwisseling in de maaltijden
Respect voor de bewoner/gebruiker
Medische ondersteuning door huisarts
Uitleg over medische klachten en medicatie
Aandacht voor religieuze overtuiging
Goede ontvangst toen bewoner/gebruiker aankwam
Rekening houden met persoonlijke wensen
Overleg met familie mbt zorg
TEVREDENHEIDSONDERZOEKEN
Bron: Probis Consulting
27. Customerdelight
Wat betekent dat voor HRM?
10duizenden pati谷ntentevredenheidsonderzoeken
SStel je open voor de behoeften van mensen voordat ze er zelf om vragen (initiatief)
HHelp elkaar (teamwork)
AAccepteer de gevoelens van anderen (empathie)
RRespecteer de waardigheid en privacy van je medemens (hoffelijkheid)
EEn leg uit wat er aan de hand is (communicatie)
28. Customerdelight
Wat betekent dat voor HRM?
Te geven is zaliger dan te ontvangen
MAANDAG 25 FEBRUARI 2013
Te geven is zaliger dan te ontvangen - Maar de gelegenheid maakt de gever
De nieuwe studie Prosocial Spending and Well-Being: Cross-Cultural Evidence for a
Psychological Universal (betaalpoort) bevestigt eerder onderzoek: te geven is zaliger dan te
ontvangen. En dat lijkt universeel te gelden, in verschillende culturen en in rijke en arme
landen. De onderzoekers ondervroegen meer dan 200.000 mensen in 136 landen. Mensen
die in de vorige maand geld hadden gegeven aan een goed doel waren gelukkiger of
tevredener met hun leven dan mensen die dat niet hadden gedaan. Dit verband bestond in
elk van de zeven onderscheiden cultureel/geografische gebieden: Afrika, Azi谷, Europa, de
voormalige Sovjet-Unie en Oost-Europa, Latijns Amerika, Iran en het Midden-oosten en de
Verenigde Staten, Canada, Australi谷 en Nieuw-Zeeland.
29. Customerdelight
Wat betekent dat voor HRM?
Bouwstenen voor het werken aan enthousiaste en
klantgerichte medewerkers
Echt werken aan enthousiaste en klantgerichte
medewerkers
Profiel van de ideale medewerker
De juiste mensen aannemen
Investeren in en door medewerkers
Medewerkers veel ruimte geven
Medewerkers waarderen en 辿辿n-op-辿辿n feedback
van zorgklanten geven
Medewerkers waarderen en belonen op Customer
Delight
32. Customerdelight
Wat betekent dat voor HRM?
Empathie
Echt werken aan enthousiaste en klantgerichte medewerkers
Customer Delight zal vertaald dienen te worden
naar alle aspecten binnen de bedrijfsstrategie.
34. Customerdelight
Wat betekent dat voor HRM?
Profiel van de ideale medewerker
6aspecten van Customer Delight-DNA
1. Sensitiviteit/gevoeligheid
2. Aandacht voor details
3. Inlevingsvermogen/verbeeldingskracht
4. Positief emotioneel contact
5. Creativiteit
6. Energie
35. Customerdelight
Wat betekent dat voor HRM?
De juiste mensen aannemen
Klantgerichte medewerkers:
maakbaar of authentiek?
A service company that
sponsors 卒smile training卒 has no
chance to be great. Only
companies in which employees
want to smile have a chance to
be great.
38. Customerdelight
Wat betekent dat voor HRM?
Investeren in en door medewerkers
Niet
Zorgvuldigheid
Vriendelijkheid
Enthousiasme
Wel
Omgaan met stress
Een empathische instelling
Goed samenwerken
Professionaliteit en bereidwilligheid
Aan te leren competenties?
39. Customerdelight
Wat betekent dat voor HRM?
Investeren in en door medewerkers
Investeer vanaf het eerste moment
Investeer continu
Investeer veel
40. Customerdelight
Wat betekent dat voor HRM?
Medewerkers veel ruimte geven
Nordstrom: Handboek medewerkers 辿辿n kaartje
met 辿辿n regel
Welcome to Nordstrom
We re glad to have you with our company. Our number one
goal is to provide outstanding customer service. Set both your
personal and professional goals high. We have a great
confidence in your ability to achieve them.
Nordstrom Rules: Rule # 1: Use best judgement in all
situations. There will be no additional rules.
Please feel free to ask your department manager, store
manager or division general manager any question at any time.
41. Customerdelight
Wat betekent dat voor HRM?
Medewerkers veel ruimte geven
Meer bevoegdheden
t.a.v. Customer Delight
Sleutel ligt bij leidinggevenden
42. Customerdelight
Wat betekent dat voor HRM?
Medewerkers waarderen en 辿辿n-op-辿辿n feedback van zorgklanten geven
Waarom:
Medewerkers kunnen zo
continu leren en verbeteren
Het motiveert medewerkers
bij positieve feedback
Klanttevredenheid wordt een
thema dat dagelijks leeft
43. Customerdelight
Wat betekent dat voor HRM?
Medewerkers waarderen en belonen op Customer Delight
Waardeer en beloon medewerkers over
hun bijdrage aan klanttevredenheid.
Geef geen geld. Maar alle eer.
Een pluim, een compliment is een krachtige
vorm van waardering
Legt de nadruk op wat goed gaat
(waarderende benadering)
45. Customerdelight
inspiratiebron
Probis Consulting verstrekt onafhankelijk
advies en innovatieve diensten aan de
brede zorgsector en overheid. Probis
Consulting levert, als d辿 specialist,
uitsluitend maatwerkoplossingen als het
gaat om strategische, bouw- en
organisatievraagstukken.
Wij werken intensief samen met elkaar op vlak van
HR en customer delight. Zo kunnen we gezamenlijke
trajecten aanbieden waarbij consulting en vorming
tezamen zorgen voor een meerwaarde.
Vzw Vorm organiseert opleidingen,
vorming en training voor alle
medewerkers in de welzijns- en
zorgsector. Vzw Vorm bestaat sinds 1996
en geeft zowel inhouse-opleidingen (in de
organisaties) als korte en langdurige
trainingen (in seminariecentra).
46. Customerdelight
Addy Rijkens
ZORGMARKETING
Tel.: 014 58 58 00
GSM: 0474 740 897
addyrijkens@probis.be
be.linkedin.com/in/addyrijkens/
Probis Kennisplatform
Zorgmarketing Vlaanderen
Blijf op de hoogte
Wordt gratis lid van:
persoonlijk
RIZIV Ouderenzorg
vzw VORM
PROBIS CONSULTING
Acaciastraat 8
2440 Geel
Belgi谷
consulting@probis.be
T +32 (0)14 58 58 00
F +32 (0)14 59 12 82
www.probisconsulting.be
VZW VORM
Legeweg 157 H 1-1
8020 Oostkamp
Belgi谷
info@vzwvorm.be
T +32 (0)50 84 10 57
F +32 (0)50 84 10 56
www.vzwvorm.be
algemeencontact
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