1-to-1 Coaching
WHO ARE THEY FOR
My coaching paths are ideal if you are a Customer Service Manager working in a structured organization. All sessions are available in english, spanish or italian.
GOALS AND BENEFITS
- Consolidating customer trust via every support channel (human and AI driven).
- Optimizing and refining your ability to manage priorities and tight deadlines.
- Integrating targeted metrics, interpreting and acting on data efficiently.
- Nurturing and engaging your team to make achieve their proactive collaboration.
METHOD
All coaching programs are customizable and include 1-on-1 sessions to ensure concrete professional growth.
At the end of each session, you'll receive a recap email with key insights.
I will support you throughout your coaching journey, in-person or trough remote sessions.
DURATION AND FREQUENCY
Each coaching path may vary depending on the number of skills you wish to strengthen. However, the average duration ranges between 3 and 6 months.
To let you achieve substantial results while optimizing time and effort, each session duration is 2 hours with a weekly frequency.
Skills you can develop
Below you'll find the competencies Customer Service Managers require most frequently, with a brief description of them.
For further information and details just ask here.
1. AI coaching
- Defining AI clear goals while maintaining focus on CX continuous improvement.
- Optimizing your time to enhance and consolidate baby steps and substantial results.
2. Processes and workflows
- Analysis of existing procedures for Digital Customer Service channels.
- Review and optimization of conversational flows (human-to-human, AI-to-human).
3. KPIs
- Measure current metrics effectiveness over Digital Customer Service channels.
- Optimize and/or introduce new KPIs in line with business goals and AI purposes.
4. Team management
- Engage your team members to let them become more and more independent and proactive in their daily tasks.
- Keep them constantly involved based on working mode (in-person, remote, or hybrid).
5. Online customer reviews
- Implement a slim procedure to effectively manage online customer reviews.
- Key area: guidelines, tone of voice, response methods and timelines for positive and negative reviews.
What clients say
Learn about client managers' experiences.
Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of business, he has developed a training process for our agents and ad hoc coaching path for our manager. Surely a path of great growth for all of our team.
Salvatore D'Onofrio
Head of Voice of the Customer, ING
Paolo has been helping the Bank to our transform traditional Customer Service into Digital CX hub. I appreciate his innovative, professional and agile approach. His experience and open-minded approach may help any business to leverage their level of service.
Darko Popovic
COO, Multitude Bank
Paolo has combined strategic vision and great practical sense having extensively coached us on soft, relational and communication skills.
Surely it's been an important moment of growth for our whole Customer Loyalty business area in Italy.
Ruggero Carpentiere
Chief Customer Officer, Air Liquide
Get more information
Fill out the form quoting the skills you'd like to learn more about.
I'll get back to you within 1 business day.
About your coach
Paolo Fabrizio
Digital Customer Service Advisor, Trainer, Author, Speaker.
In the 90s he took part in the startup of the first online insurance company in Italy, following the customer's entire life cycle. Since 2013 as a consultant and trainer he has been helping companies to harness digital customer service as a business driver. Founder of CustomerServiceCulture.com, author of books and speaker at conferences in Italy and abroad. Digital Customer Service Lecturer at Bicocca University of Milan (Master MADIM).
He has worked with
