Customer Service Culture [EN]
Latest Episodes
#28 Be proactive to anticipate the customer
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. https://bit.ly/45U90vA
#27 Channel inconsistency kills the experience
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
#26 How are you welcoming the customer?
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-
#25 Close the loop with your front line
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.
#24 Stand out or go home! Said the customer
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. https://bit.ly/Pod-EN24
#23 That line of support that keeps you up
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 th
#22 Do customers perceive your values?
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 o
#21 Customer conversations: why timing is key
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. http://bit.ly/3Je
#20 Learning by training customer support teams
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
#19 How to prevent support agents burnout
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://