Coaching 2021-10-27T15:16:47+02:00

Coaching Digital Customer Service

Training itinerary
  • 3-week path:
    - Assessment
    - Coaching online
    - Closing the loop
Coach: Paolo Fabrizio

1° week - Assessment
  • A. KPI analysis (KPI)
  • B. Internal / external Efficacia communication effectiveness
  • C. Digital team management
  • Personalized feedback release 
2° week- Coaching & mentorship
  • Coaching one-on-one
  • Personalized exercises assigned
  • Check exercises
3° week - Closing the loop
  • De-briefing achieved results
  • Potential strategic developments
  • Digital skill assessment for your team (only with SUPERIOR plan)
Suggested publications
  • E-book "Digital Customer Service Personas©"

Integrating digital channels into customer service is no longer an option. Among these, social media, live chat and messaging apps are the main one, with their own peculiarities.

Consequently, even the most experienced customer service manager need to acquire new skills to make the most of the opportunities deriving from Digital Customer Service.

Therefore I gathered the wishes of many customer service / contact center managers building up this online course.

I'm talking about people who want to optimize their time.

Who want to know best practices and apply them in their organization.

Who want to have as a coach a Digital Customer Service specialist who for years has helped companies of various industries and sizes.
What you will bring home
  • Essential skills and competencies to become Digital Customer Service Manager
  • Actionable tips for your team / organization thanks to coaching one-on-one activities
  • Constant interaction and assistance during your training itinerary.
  • Ebook 'Digital Customer Service Personas©'
  • Certificate 'Coaching Digital Customer Service Manager'
This course is for you if
  • You are responsible for a customer service / contact center and are willing to get involved
  • You are already convinced of the opportunities of the Digital Customer Service
  • You want to upskill / optimize your digital skills
  • You are looking for an online  customized training itinerary
  • You seek constant assistance and interaction with your coach



Optimize your time by managing the online learning path.

Acquire essential skills to become Digital Customer Service Manager.

Interact with me during your training journey.


“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 conveys concepts in his course with efficiency and naturalness. He constantly involves participants, making sure that the training becomes super interactive. As a result, in his workshops delivers actionable digital customer service.”

Roberta Papini

CEO Shopsharing Deutschland

“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 courses made a difference.”

Dolores Vincenzo

Servizi al consumatore, Dr. Schaer

Your coach

Foto profilo 2017

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, author of books and speaker at conferences in Italy and abroad. Digital Customer Service Lecturer at the Bicocca University of Milan (Master MADIM).

He has worked with