Training - Customer Service Culture

Digital Customer Service workshops

Training path

Phases:
- Workshop
- Follow up
- Fine tuning

Coach: Paolo Fabrizio

____________________________

1. Workshop

To deliver new guidelines, best practices and applying them through practical exercises.

2. Follow up

To fix and verify proper application of the above, through a training laboratory.

3. Fine tuning

To consolidate skills and harmonize them through individual meetings with participants.

Each training phase is delivered 1-2 weeks from the other to enable participants to digest and consolidate new methodologies. At the same time I may also have time to intervene where necessary.

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Introduction

Theoretical training classrooms do not produce concrete results, especially in an innovative area such as Digital Customer Service Conversely, practical exercises based on concrete cases (real conversations with customers) alternated with concepts and guidelines turns to be very effective.
Thanks to this methodology, you'll immediately apply the concepts you have just learned, fully understanding their dynamics.

Having worked with companies from various sizes and industries, I learnt that introducing new topics such as tone of voice and guidelines on digital channels implies effort and takes time.

Therefore my Digital Customer Service trainings:

Are divided into 3 phases (Workshop, Follow up and Fine tuning)
Let participants spend at least 50% of their time practicing on real conversations with your customers
Are customized according to your specific needs.

I help you build a rock-solid Digital Customer Service Team to:

Optimize your support conversations via social networks, live chats and app
Improve effectiveness of the answers provided to your customers
Increase customer satisfaction rate and other relevant KPIs
Increase your team productivity Leverage excellent service as a competitive business driver
Leverage excellent service as a competitive business driver

Trainings are aimed at:

Front line (customer service representatives / contact centre agents)
Customer Service Managers / Supervisors
Organizations of any industry already having a customer service department

Where they take place

At your office / headquarters
All across Europe

Languages available

English
Spanish
Italian

How it works

Workshop

To deliver new guidelines, best practices and applying them through practical exercises.

Follow up

To fix and verify proper application of the above, through a training laboratory.

Fine tuning

To consolidate skills and harmonize them through individual meetings with participants.

Contact me

Benefits

CUSTOMIZATION

Trainings are designed on your specific industry and needs.

METHOD

Consolidate results thanks to the 3-step program and practical exercises.

EXPERIENCE

You work with a professional specialized in Digital Customer Service.

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 has been helping Ferratum 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

Head of Customer Service Ferratum Bank

"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."

Dolores Vincenzo

Consumer Service Manager Dr. Schär

FAQ

1. Where do your trainings take place?

2. In which countries?

3. How much do your trainings cost?

4. How do I learn more about them?

5. Do you also have Online Courses?

Your coach

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

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