Coaching 2020-04-14T19:22:59+00:00

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)
Culture
  • E-book "Digital Customer Service Personas©"
  • Certificate 'Coaching Digital Customer Service Manager'
Introduction

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

Choose your plan

Upskill

Ideal for Customer Service Managers 

1.560

,00

Assessment [online]

  • Assessment tests and quizzes
  • Feedback with check-list

Coaching & mentorship

  • Coaching one to one (1 hour)
  • Personalized exercises assigned
  • Check exercises via e-mail 

Closing the loop

  • De-briefing achieved results (30 mins.)
  • Potential strategic developments (30 mins.)

Culture

  • E-book "Digital Customer Service Personas©"
  • Certificate 'Coaching Digital Customer Service Manager'
superior

Ideal for Customer Service Managers & teams

3.432

,00

Assessment [online]

  • Assessment tests and quizzes
  • Feedback with check-list and personalized podcast

Coaching & mentorship

  • Coaching one to one (2 hours)
  • Personalized exercises assigned
  • Check exercises via e-mail and video call 

Closing the loop

  • De-briefing achieved results (1 hour)
  • Potential strategic developments (1 hour)
  • Digital skill assessment for your team (half day in virtual room)

Culture

  • E-book "Digital Customer Service Personas©"
  • Certificate 'Coaching Digital Customer Service Manager'

All activities will be carried out on a e-learning platform, via email and also video call ('coaching' and 'closing the loop').

All above amounts include taxes.

Here you can read terms & conditions.


How it works

Book

Reserve your course by personalizing it with the options you prefer

Confirm

Get the email with payment instructions to purchase your course.

Access

After making the payment, you will receive the link to log into the e-learning platform and we will start the journey together.

Benefits

Time

Optimize your time by managing the online learning path.
Know-how

Acquire essential skills to become Digital Customer Service Manager.
Interaction

Interact with me during your training journey.

Testimonials

“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


Book your course

Billing address


FAQ

1. Where can I buy 'Coaching Digital Customer Service Manager'?

2. How can I pay?

3. Can I pay monthly?

4. How do I get to content course (e.g. slides, check-lists, etc.)? 

5. How can I get your assistance during the course?

6. Can I change plan (e.g. from 'Pro' to 'Superior')?

7. The 'Superior' plan includes a half day in virtual room: what's in it?

8. How long does this course last?

9. Which activities are carried out thru video call?


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 CustomerServiceCulture.com, author of books and speaker at conferences in Italy and abroad. Lecturer at the Bicocca University of Milan.

He has cooperated with

Ha collaborato con