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 definitely not for everybody! In fact even seasoned customer service agents need to learn ad [...]
On October 31st 2024 I’ve celebrated my first 10 years as a Digital Customer Service & Culture consultant, trainer and speaker. I can’t believe it’s already been so long! Over this journey I’ve had numerous experiences with client companies, helping them optimize various business areas. Since in the last 3 years I’ve worked a lot [...]
Every company would like a crystal ball to know what clients love the most. In fact, even though some AI-powered platforms help detecting customer’s sentiment, it’s still pretty hard to predict towards which direction their demand is going to. Anyways, there are two things that you can do immediately to intercept customer’s signals – so [...]
Picture your average working day: I bet that you handle dozens of interactions through a vast array of channels. Regardless of they are with external or internal customers, make sure that your interlocutors are aware of the scenario and actions (taken or to be). Otherwise both of you will have doubled efforts and interactions! That’s [...]
What’s the department in charge of solving problems? I bet that you’d answer it’s customer service, regardless of the company or industry you’re thinking about it. Well, that’s partially true because the scenario we are in requires us to let evolve into a broader vision because customer service can’t fix everything. And customer culture plays [...]
