Paolo Fabrizio

1 week ago | customerserviceculture.com | Paolo Fabrizio

‘Do they really work in the same office/company?‘ That’s what I asked myself last week after having a disappointing customer experience. Actually it had started well, but then the situation went off rail when a second person of the same company joined the conversation. As this is an eye-opening case of how internal communication issues reflect themselves externally, I’m sharing it with laser insights. Listen to podcast🎧 Subscribe on Spotify, Amazon Music or Apple Podcast.

3 weeks ago | customerserviceculture.com | Paolo Fabrizio

You set up a road map with every detail and then…it’s postponed. Weeks, months later the situation gets overcast: it’s not sure anymore even whether that project will ever born: damn! If you are a manager, I bet that you’ve already faced a similar scenario and felt frustrated. When instead benefits and priorities are not questioned, customer culture boosts sales paving the way for unprecedented business opportunities. Just like in this case.

1 month ago | customerserviceculture.com | Paolo Fabrizio

A customer having a conversations with your support team? Regardless of the channel, rest assured that they will notice every little detail: interactions flow, tone of voice, clarity, coherence proactivity and empathy. In fact most customers are excellent service assessors, because they’re able to detect any conversational hiccups and take them into account within their overall experience evaluation. Listen to podcast🎧 Subscribe on Spotify, Amazon Music or Apple Podcast.

1 month ago | customerserviceculture.com | Paolo Fabrizio

The moment that you integrate Gen AI in any of its forms, you realize its impact on internal processes, digital conversations handling and quality checks. In a nutshell, it re-shapes what and how things need to be done. While it’s evident that striking a balance between human and AI agents is key, don’t forget about yourself! Because, as a customer service manager, you too need to stay relevant…despite AI. Get up-skilledI’m sure that you are familiar with the concept of ‘continuous learning‘.

2 months ago | customerserviceculture.com | Paolo Fabrizio

As Gen AI is forcing managers to re-shape their digital customer service models, it’s crucial avoiding dangerous curves. In fact, this constant rush is generating ‘AI hallucinations‘ – both from organization and customer’s perspectives! That’s why it’s time to focus on goals first, then on tools to achieve them. In this critical process, it’s in your interest getting more and more thinking customers. Listen to podcast🎧 Subscribe on Spotify, Amazon Music or Apple Podcast.