Spreading 'customer culture' is key for any forward-thinking organization because:
- When it permeates beyond the typical customer facing departments, it dramatically improves both employee and customer experiences.
- Taking care of each digital conversation in detail allows you to consolidate and strengthen customer relationship over time, day by day.
The answer to such needs is the Customer Culture Academy.
Method and duration
Customer Culture Academy is a customizable coaching path structured on key topics that we interactively deepen together through live workshops and practical cases. The duration of the itinerary sits in a range between 3 and 6 months. Learn more in this video introduction.
Participants
Customer Culture Academy is aimed for a group of people belonging various departments of your organization. A cross-functional team that represents key areas of your business (e.g. customer service, sales, HR, back office, marketing). Their common purpose? Building a shared customer culture to drive business results in the long run.
Key topics
Here are the top five topics that my clients have chosen to improve with the Customer Culture Academy:
- Emotional intelligence - perceiving, understanding and managing emotions during your business conversations.
- Company values vs. actions - how to apply and promote your core values whenever dealing with the customer.
- Internal communication - enhancing experiences and driving co-operation between departments.
- Time Management - optimization of time and priorities (yours, your team, other teams you work with).
- Objection management - how to say no constructively and effectively, maintaining positive relationships.
N.B. You can still customize your program to include other areas of focus as well.
Duration
The Customer Culture Academy offers customized paths. They may have a duration of 3, 6 or 9 months.
Personalization and attention to details
The Customer Culture Academy is open to a maximum of two selected companies per year.
Each company gets a customized path tailored to their specific needs.
By limiting the number of client companies per year, I ensure effectiveness and utmost attention to details throughout the entire Academy program.
What clients say
Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of our business, he has developed a training process for our agents and ad hoc sessions for our managers. 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
Leading AI adoption at Multitude Bank
Paolo has combined strategic vision and great practical sense having extensively trained the Front Office team on soft, relational and communication skills.
It's been an important moment of customer culture growth for our
Customer Loyalty in Italy.
Ruggero Carpentiere
Chief Customer Officer, Air Liquide
FAQ
Got any questions before getting in touch? Here are the answers to the most frequently asked.
Question | Response |
|---|---|
1. How do I know if the Customer Culture Academy works well for us? | If your organization is committed at spreading Customer Culture across is key departments, then yes—it is the right fit for you. |
2. Why should I pick Customer Culture Academy? | Because when the Customer Culture is weak or uneven, customer experience becomes inconsistent and disappointing. |
3. Do they Academy sessions take place remotely or in person? | Both options are available. You can choose the format that best suits your needs (some participants opt for a mix of both). |
4. What makes the Academy different from other programs? | The program is tailored to the specific needs, values, and the key business areas/departments that you'll want to engage. |
5. All nice, but we will enjoy the first results? | Usually after just the first 2 sessions for each key topic. Don’t expect any shortcuts, rather a method that works if your staff stay consistent. |
Where to start from
This brief roadmap you can preview structure and main steps of a Customer Culture Academy program.
Each step includes customized goals, topics and methodologies according to your specific needs.
Measure your company's Customer Culture👇
Fill out the form indicating your needs – I will get back to you within 24 hours.
Do you prefer email me? → paolo@customerserviceculture.com
Paolo Fabrizio
Digital Customer Service Advisor, Trainer, 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 (Master MADIM).
Some client companies
