Customer Service Culture [EN]
Business & Finance
About
Welcome to Paolo Fabrizio's podcast show about Digital Customer Service. Read more on https://customerserviceculture...
Episodes
- #53 Getting manager and team up-skilled together
Some organizations just focus on short term trainings with partial results. Others instead get both the manager and their team up-skilled together: Paolo Fabrizio share the pros and cons of them with real case examples.
- #52 Towards a successful Customer Culture evolution
If you want to achieve tangible outcomes, setting up and execute an Customer Culture evolution plan is key. Paolo Fabrizio starts from 2 common sentences beccause underneath each fo them, what's being unsaid tells more about theit current…
- #51 Assumptions that silently kill customer experiences
Picture this: 2 teams of the same company are working together. All of a sudden, a lack of information generates extra delivery times, efforts and costs...why did it happen and how can you prevent it? Paolo Fabrizio reponds sharing a first…
- #50 Set up your digital customer service priorities now
As a manager you have to make more and frequent decisions than ever. That's why setting up customer service priorities has become a critical skill: Paolo Fabrizio shares an eye-opening case where two postponed key decisions led to a pricy…
- #49 5 elements of a winning Customer Culture path
A growing number of companies have started considering Customer Culture (CC) as a priority. But how can they enhance it, internally and externally? Paolo Fabrizio unveils 5 key ingredients from his successful Customer Culture Academy. List…
- #48 Are you an emotionally intelligent manager?
If you're a customer service manager, being emotionally intelligent is the super skill you need to strengthen day by day in every conversation you have - in person or digital they be. Paolo Fabrizio shares two hands-on scenarios. Do any of…
- #47 Protect your customer service team from time theft
Time theft or withdrawal is an issue affecting many customer service teams' productivity and relationships. Nevertheless it often has silent symptoms...that's why Paolo Fabrizio shares an eye-opening example taken from his recent training…
- #46 What you do when the customer reaches the CEO?
In customer service it’s normal getting some complaints. What happens instead if the customer vents his frustration towards your top management or even the CEO? Paolo Fabrizio shares a case example where many departments worked together, b…
- #45 The new balance after a rollercoaster AI year
Especially in customer service operations, some organizations are changing their approach after experiencing a rollercoaster AI year. Because they have now more mature visions and goals. Listen to Paolo Fabrizio's insights and...two missin…
- #44 Customers see internal communication issues
Customers notice what's not working well inside. Paolo Fabrizio shares an eye-opening case of how internal communication issues reflect themselves externally.
- #43 Avoid these slippery conversational hiccups
Most customers are excellent service assessors because they detect any conversational hiccups and take them into account within their experience. Paolo Fabrizio share two case examples that occurred both in person and over digital support…
- #42 Why you need more thinking customers
What do Charlie Chaplin and AI allucinations have in common? As Gen AI is re-shaping customer service models you need more thinking customers. Listen to this eye-opening episode thru Paolo Fabrizio's voice. Read full article here >>
- #41 Even a young job applicant is a customer
Great Customer Culture pays off! A company has treated a young job applicant as a customer and after such a positive experience he accepted that job offer. Listen to Paolo Fabrizio's insights. https://bit.ly/Pod-EN-41
- #40 How to match customer support and sales
Over the years there's been much talk about breaking down the silos between customer service and sales operations. From good intentions to facts: Paolo Fabrizio shares 2 cases where brands have leveraged both areas peculiarities getting so…
- #39 The great AI and human agents alliance
2025 will mark a change in Digital Customer Service. So If you're a manager you'll be wondering: 'how can I couple both AI and human agents?' Paolo Fabrizio helps you out explains providing use cases examples and...the rest is up your list…
- #38 Digital channels are not for everybody
99% of us have a natural predisposition towards some activity or knowledge. Nevertheless, if you want to become really smart, you need to study and practice day by day. And when it comes to delivering customer support, digital channels are…
- #37 The service that customers love the most
What service clients love the most? There are two things that you can do immediately to intercept customer's signals in a timely manner.
- #36 Customer service can't fix poor culture
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 an…
- #35 Using AI during or after the conversation?
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 unv…
- #34 My experience on training digital skills
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 take…
- #33 Customer Culture: with AI no alibis
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 Fabrizi…
- #32 Is your customer team dehumanized?
"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 to…
- #31 Run a digital skill-matching check
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…
- #30 A great conversation on digital experiences w/ Shep Hyken
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 r…
- #29 Building a conversational service model - w/ Darko Popovic
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 t…
- #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. Read full article >>
- #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 customers trust. So you just can't aff…
- #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-sweet sensations? Here's a winning case…
- #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. Full article here >>
- #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. Full article here >>
- #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 that’s still a pain point for many compan…
- #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 of the art. Full article here >>
- #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. Read full article >>
- #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 I also learnt a lot from them. Read ful…
- #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://bit.ly/3eOHStg
- #18 Happy employees for happy customers - w/ Sarah Metcalfe
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
- #17 Towards a mobile customer service era w/Martin Hill-WIlson
In this podcast I host Martin Hill-WIlson, customer service expert, talking about how social networks, Apps and chat bots are dramatically changing CS. Enjoy this special episode. *** *** *** Read full article here: http://bit.ly/Podcast-1…
- #16 How to benchmark customer support on Twitter - w/Dean McCann
In this episode Paolo Fabrizio interviews Dean McCann founder of HelpHandles, a platform that analyzes brands customer support performances on Twitter. Read full article here: http://bit.ly/HelpHandles
- #15 Online reviews vs. business results - w/Carley Bakker
In this episode I host Carley Bakker, online reputation manager, talking about the connection between customers online reviews and brands business results. *** *** *** Read full article here: http://bit.ly/Podcast-15ENG *** *** ***
- #14 The rational and emotional sides of Customer Experience w/Annette Franz
In this episode I'm hosting Annette Franz, Customer Experience expert, talking about what brands need to do in order to achieve excellent results using CX. *** *** *** Read full article here: http://bit.ly/Podcast-14ENG *** *** ***
- #13 Be consistent across channels - w/Luke Porter
Listen to this episode: I host Luke Porter, Social Customer Service expert, talking about challenges and opportunity deriving from dealing with customers via social networks. *** *** *** Read full article here: http://bit.ly/podcast-13-ENG…
- #12 How to choose your Customer Service channel mix
In this podcast I answer to a frequent question 'which customer service channel should I invest on?' Highlights of this episode below: 00:05 Intro and welcome 00:57 'Which customer service channels shall my brand choose?' 01:47 Why active…
- #11 A Social Customer Service conversation with Danielle Sheerin
In this episode I'm glad to interview Danielle Sheerin, UK social customer service expert. Link to article –> http://bit.ly/1Q0EeV3 Highlights of this podcast: 00:21 Intro and welcoming Danielle. A1 00:49 Danielle explains her activity as…
- #10 Talking about SCS w/Billie Lou Sastre
In this episode I'm glad to interview Billie Lou Sastre who is a social customer service expert for the spanish and latin markets. Read full article here –> http://linkd.in/1dgh0wL The highlights of this episode: 00:21 Intro and welcoming…
- Me as a guest of the 'Ready Set Podcast' Paolo Fabrizio
Delighted to be guest of Mallie Hart & Brooke Ballard's 'Ready, set, podcast' show talking about social customer service. Enjoy their full article here –> http://bit.ly/1IyYr3Z
- #09 A social networking dinner
Why people endorse you? Here's my experience about social networking Highlights of this podcast: 00:25 Setting up the table for dinner... 01:05 Why people endorse you? 01:55 How to take advantage of social networking. 02:09 Each online con…
- #08 Digital inspirational wishes
In this podcast i give some inspirations to better plan your 2015 Business goals. Highlights of this episode: 0:29 Intro. 0:48 Do you really need Social Media predictions? 1:11 Review your current year's results. 1:51 Setting Social Media…
- #07 Fear of withered reputation
Check out the highlights of this 7th Social Antipasti Podcast: At minute 0:45 –> Intro: why Companies are concerned about their staff social behavior. At minute 1:30 –> At work/at home; how does your staff socially behave. At minute 2:11 –…
- #06 Your online audience rules
In the 6th episode of Social Antipasti podcast I'll be talking to you about the power of online audiences. Check out the highlights below: At minute 0:30 –> Intro: why your online audience rules. At minute 1:30 –> Clients are more aware th…
- #05 Let your Customer Service be human
In the 5th episode of Social Antipasti podcast I will tell you why and how you can deliver an excellent Customer Service. Check out below the highlights of this Podcast: At minute 0:40 –> Why your Customer Service needs to become more 'hum…