How we train & educate
We believe that an ongoing and high-quality dialogue between management and employee about performance is crucial to creating a true performance culture within Nunner. At Nunner we know that exceptional customer service is necessary. We allocate a budget every year for customer service initiatives and employee development.
How do we do that ? We train our people on the job, on how our systems work, how the procedures are etc. This is extremely important due to our highly sophisticated processes.. It teaches our employees to do something step by step.
On the other hand we educate our people about how to think about service in any condition and then choose the best action to take (and think outside the box) depending on the situation. Customer comments, compliments, complaints, and competitive information are all key for this.
Nunner developed in close cooperation with Indicia the Nunner Total Performance Academy, a program that is tailor fit with Nunner’s culture, goals and objectives. The program is officially recognized by the Dutch Ministry of Education and participants in the 2-year program obtain an official certified degree (MBO-degree or Bachelor-degree) The curriculum offers ‘soft skill’ training and is based on 4 pillars :
Nunner staff understands that sticking to the script and providing the service isn’t enough. Great service is not just about following a procedure or a sequence of steps. It’s about applying our service mindset to proven service principles
How we inspire
At Nunner we are aware of the fact that satisfied, motivated and committed employees are critical to Nunner’s long-term success. Apart from the fact that working in logistics after a while becomes “a way of life” with “never a dull moment” we aim to inspire our employees by offering them stimulating work content, perspective and a work environment that corresponds with their ambitions and talents.
We believe this increases satisfaction and leads to increased creativity, productivity and innovation, and it also helps to attract talent. Cornerstones of a sustainable relationship with our employees are employee commitment & satisfaction as well as employability. We encourage job rotation as a means of ensuring employability and challenge by learning new skills. We are continuously looking for ways to ensure the internal rotation. Nunner enhances a combination of knowledge, skills and behaviour. These aspects allow us to attract and retain the right people, and provide them with the right environment to perform and it ensures Nunner’s contingency on the long term.