Learning by training support teams

Learning by training support teams

‘How your ideal customer service training path should be?’ Whenever I ask this million-dollar question to new potential clients they change expression because they start thinking with a different perspective. So, since experiences speak louder than words, I’m going to tell you about my recent training support teams sessions. The reason why? I gave them tons of energy and information, but I also learnt a lot from them.

Listen to the podcast


  • 00:03 Welcome to episode n°20
  • 00:55 Digital up-skilling: the priority for Customer Service and HR managers
  • 03:41 The Digital Customer Service Personas© for online conversations specialists
  • 05:13 Getting to know 100 people in one week trainings
  • 07:45 How to gain trust within the first hour
  • 09:01 Training mantra: make it practical and interactive!
  • 11:21 How I customize my Digital Customer Service training paths
  • 11:37 The 3 pillars of learning by training support teams
  • 16:31 After the pandemic: 100% in person, remote or hybrid training?
  • 18:41 Learn more about my ‘Customer Culture Academy’
  • 22:31 The importance of balancing online conversations with self-service
  • 23:57 Key takeaways
  • 25:15 See you on CustomerServiceCulture.com/en
  • 25:33 Got questions? Drop me a line: paolo@customerserviceculture.com

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Over to you

In this ever changing and demanding scenario up-skilling is paramount, both for support teams and managers. The first ones to master and convert online conversations, whereas the latter need to develop ad hoc competences to manage Digital Customer Service teams. Having worked many years as a manager and today as independent consultant, helped me develop my training approach. My clients love them because it’s interactive and customizable.

Want to know more about my Digital Customer Service? Let’s get this private conversations started.

Have great conversations.

Image credit: Paolo Fabrizio.

About 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 helped companies to exploit digital customer service as a business lever. Founder of CustomerServiceCulture.com, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

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