Digital Customer Service workshops
I help you turn you support agents into digital conversation specialists thanks to my 'Digital Customer Service Personas©' skill-set model. My trainings are:
- Interactive (we spend 50% of the time making exercises).
- Customized as per your specific needs and the type of participants.
- Flexible as per delivery approach (online, onsite at your offices or mixed).
Why they work well
Training paths are structured into 3 steps to spread, apply and consolidate competences.
50% of the time is dedicated to exercises simulating digital customer conversations.
To deliver new guidelines, best practices and applying them through practical exercises.
To fix and verify proper application of the above, through a training laboratory.
To consolidate skills and harmonize them through individual meetings with participants.
Results
- Optimizing conversations through social networks, live chat, video chat and messaging apps.
- Increasing customer satisfaction as per the metrics that you are using.
- Improving the productivity and satisfaction of the people on your customer service team.
- Leveraging digital conversations as a business driver (up & cross-selling).
- Building internal career paths thanks to innovative skills (Digital Customer Service Personas©).
In a nutshell
What participants say 🎧
Picture: support team's happy faces at the end of a Digital Customer Service training path.
Black box: listen to some participants' audio feedbacks!
Milestones
💎 Trained and up-skilled over 1.500 customer service people.
🎖 Delivered customized training paths for 100 customer service teams. 🌍 Worked with client companies belonging to various industries and markets.
Frequently asked skills
These are the three training & up-skilling paths that client companies require most:
Effective digital conversations
To optimize the number and quality of interactions with your customers via email, live chat, WhatsApp and reviews.
In class: we simulate frequent dynamics and practice the best responses to give to the customer.
Complaints and complex situations
To prevent, manage and defuse customer complaints over the phone and digital channels.
In class: we respond to customer complaints received over the phone and/or digital channels.
From support to sales
To showcase the quality of your service in the customer’s eyes and seize up and cross-selling opportunities.
In class: we turn customers’ signs of appreciation into business opportunities.
Get your customized training path
What skills do you need for your Customer Service Team?
Fill out this form, I'll respond within 24 hours to arrange an informal video call.
Client testimonials
Paolo has helped us improve our Digital Customer Service. Starting from a complete assessment of business, he has developed a training process for our agents and ad hoc sessions for our manager. 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 us 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
COO 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 has been an important moment of growth for our Customer Loyalty in Italy.
Ruggero Carpentiere
Chief Customer Officer, Air Liquide
FAQ
1. Who are your training paths designed to?
2. What customer support channels are your trainings on?
3. Do your trainings include exercises?
4. Where do your trainings take place?
5. Which languages?
6. Why should I hire you?
7. How much do your trainings cost?
Trainer
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 (Master MADIM).
Selected client companies
