1-to-1 coaching 2023-09-28T15:48:53+02:00

1-to-1 coaching


Develop essential skills for a Digital Customer Service Manager:

Choosing and integrating digital channels in your customer service (e.g. social media, live / video-chat, messaging app) in a harmonious and functional way.

Preventing / mitigating brand reputation crises on 'public' online channels (online reviews, social media) in a timely manner.

Optimizing collaboration with your customer service team in a hybrid environment (in person and remote).

Coaching Paolo Fabrizio


1-to-1 video-meetings (1 per week) to speed up your growth path.

At the end of each meeting you will be assigned a 'homework' to put inputs into practice and consolidate knowledge.


You will be working with Paolo Fabrizio, international Digital Customer Service expert, who will follow you throughout the whole coaching process.

You will develop and boost Digital Customer Service in your organization reducing efforts, optimizing time results.

1-to-1 paths

Choose the coaching path topic according to your current priorities.


1-to-1 Coaching

Mode: video meetings 

Frequency: weekly

Duration: 1-2 months

  • Integrate digital channels into your customer service seamlessly and harmoniously.
  • Check up current customer service metrics (KPIs) and introduce new ones for digital support.
  • Review communication procedures towards both internal and external customers. 

1-to-1 Coaching

Mode: video meetings

Frequency: weekly

Duration: 1-2 months

  • Measure your customer service team's preparation to manage conversations over digital channels.

  • Develop ad hoc competences for each specific digital support channel thanks to the DCS Personas® skill-set model.
  • Optimize your team engagement in new hybrid contexts (in the office and remotely). 



Optimize your time accelerating your learning thanks to a practical and intensive online path.

Acquire essential digital skills to enhance your capabilities and better manage your customer service team.

Interact with me throughout your path. I will coach you with continuity and intensity.

What clients say

"If you need to get your customer service in great shape, Paolo Fabrizio is the right person for you. In his workshops Paolo communicates clearly, with attention to detail and nuances. An excellent experience and a path that I recommend to everyone."

Fausto Turco

CEO SI-Net Srl

“Paolo has been helping Ferratum 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

Head of Customer Service Ferratum Bank

“Thanks to his experience and professionalism Paolo managed to understand our the needs and drove us towards the right direction to optimize our Digital Customer Service. Very interactive path that made a difference.”

Dolores Vincenzo

Consumer Service Lead Manager, Dr. Schaer

Your coach

Paolo Fabrizio

Paolo Fabrizio

Digital Customer Service Consultant, 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