Customer Service Culture [EN]

What service clients love the most? There are two things that you can do immediately to intercept customer's signals in a timely manner.

What's the department in charge of solving problems? I bet you'd answer 'customer service'. However, the current scenario requires us to embrace a broader vision because customer service can't fix everything. Paolo Fabrizio explains WHY and HOW in this podcast.

Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. What’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast Paolo Fabrizio unveils the results of a laser-focussed survey right on these topics.

When it comes to Digital Customer Service, 'continuous learning' applies both for the trainer and participants. That's exactly Paolo Fabrizio's experience after delivering several training digital skills sessions. Here are some golden takeaways on delivery methods and key digital conversational skills.Read full article here >>

As more and more organizations are integrating AI within their customer service operations, you got no more alibis: either you upgrade customer culture along with technology adoption, or you're bound to disappointing results. Paolo Fabrizio share 3 key takeaways from the AI Forum.

"When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining about these days. Paolo Fabrizio deep dives on this topic in this episode.

Chances are your customer service team delivers over digital channels, but conversational expectations are ever-changing. So how do you cope with them and the rise of Gen AI? Paolo Fabrizio explains whats digital skill-matching checks are and why you'd better run them on a regular basis. Read full article >>

When people love what they do, they convey their passion to the listeners. That’s exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants and speakers: a fizzy conversation with lots of real case examples and fun moments that make this podcast episode a gem. Full article here (video and podcast) >>

When it comes to Digital Customer Service you can't change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares his valuable digital transformation journey in this great conversation hosted by Paolo Fabrizio. Read full article >>

Duting a digital conversation what are the mutual benefits when your front line team is able to anticipate customer's next move? Learn it in this new podcast episode. Read full article >>

Channel inconsistency, especially between traditional and digital one kills the customer experience. What's even worse is that such experiences generate doubts and dramatically reduce overall level of customers trust. So you just can't afford it to lose potential sales!In this episode Paolo Fabrizio helps you understand why it happens and how to prevent that.Full article here >>

Whenever we acquire a new customer it's such an exciting moment, that we can even feel the adrenaline pumping inside our body. But does the customer feel the same positive emotions...or rather bitter-sweet sensations? Here's a winning case example to get you inspired. Full article here >>

Whenever you need to deal internally with other departments to handle a customer query, here are the consequences if you don't close the loop. Full article here >>

Out there too many voices are asking for customer's attention, time and money. Here's how you can stand out becoming the number one customer's choice. Full article here >>

I have finished delivering a 5-month customer service training path for a french client company. On the very last session I delved into a specific topic, also known as second line of support. Since that’s still a pain point for many companies I share experiences and actionable tips. Full article on CustomerServiceCulture.com >>

Many companies have set up their corporate values, but there's often a gap between them and how customers perceive them. These 3 laser focus questions will help you deep dive into your current state of the art. Full article here >>

Paolo Fabrizio tells about an important lesson learnt back in 1995 and why it is still relevant. Because 'timing' in your digital customer conversations is key, today more than ever. Read full article >>

Since experiences speak louder than words, I tell you about my recent training sessions that I've held for various customer service teams. The reason why? I gave them tons energy and information, but I also learnt a lot from them. Read full article >> http://bit.ly/3UFJnKb

What are you doing to prevent your support agents burnout? How do you timely detect the first dangerous symptoms? In this episode Paolo Fabrizio shares 3 actionable tips. Read full article >> https://bit.ly/3eOHStg

If you build a thriving workplace for your employees you'll have happy customers. In this podcast I've interviewed Sarah Metcalfe providing great insights about how to achieve such a crucial goal.Read full article >> https://bit.ly/2CCzg5w