{"id":21052,"date":"2020-04-13T23:49:12","date_gmt":"2020-04-13T21:49:12","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=21052"},"modified":"2025-07-01T19:35:36","modified_gmt":"2025-07-01T17:35:36","slug":"crisis-response","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/crisis-response\/","title":{"rendered":"Crisis response"},"content":{"rendered":"<p><span><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/crisis-response_big5.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" width=\"4965\" height=\"2723\" title=\"crisis response_big5\" data-id=\"21055\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/crisis-response_big5.png\"><\/a><\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">Crisis Response Digital Customer Service<\/h2>\n<p><a href=\"#\"><span><span>Instance 1<\/span><\/span><\/a><\/p>\n<h5 data-fontsize=\"25\" data-lineheight=\"37\">Training itinerary<\/h5>\n<p style=\"\"><em>Ideal for Customer Service Managers<\/em><\/p>\n<p style=\"\">Coach: <strong>Paolo Fabrizio<\/strong><\/p>\n<p style=\"\">Day 1 Crisis prevention<\/p>\n<ul>\n<li style=\"\"><span>Assessment test + feedback (personalized podcast)<\/span><\/li>\n<li style=\"\"><span>Online attacks or crisis: how to detect signals (1 hour)<\/span><\/li>\n<li style=\"\"><span>When and how to intervene: best practices (1 hour)<\/span><\/li>\n<\/ul>\n<p>Day 2 Crisis response <\/p>\n<ul>\n<li style=\"\"><span>Preparation: choose the most complex online conversations you had to bring to the laboratory<\/span><\/li>\n<li style=\"\"><span>Laboratory (online class): analysis and re-writing to optimize them.<\/span><\/li>\n<li style=\"\"><span>Laboratory (online class): live Q &amp; A with focus on lesson learned.<\/span><\/li>\n<\/ul>\n<p style=\"\">Day 3 Action plan<\/p>\n<ul>\n<li style=\"\"><span style=\"\">Framework for prevention and management<\/span><\/li>\n<li style=\"\"><span style=\"\">De-briefing achieved results (1 hour)<\/span><\/li>\n<li style=\"\"><span style=\"\">Potential strategic developments (1 hour)<\/span><\/li>\n<\/ul>\n<p>Suggested publications<\/p>\n<ul>\n<li style=\"\"><span>E-book &#8220;Digital Customer Service Personas\u00a9&#8221;<\/span><\/li>\n<li style=\"\"><span>Certificate &#8216;Crisis Response Digital Customer Service&#8217;<\/span><\/li>\n<\/ul>\n<p>IntroductionCustomers talk with you and about you over online channels, especially on &#8216;public&#8217; ones <em>(social media and online reviews sites).<\/em>Consequently, if you do not moderate customer criticisms on these channels in a timely manner, risk to underrate possible fires that may soon put part of your reputation at stake. And your business will suffer accordingly.The answer to this scenario is <em>Crisis Response<\/em>, the online course that provides you with tools and knowledge necessary to best prevent, manage and mitigate a potential crisis on your digital channels.The training course is customized to your specific organization and includes tests, video consultancy sessions and a laboratory where I will help you manage the most complex conversations triggered by your customers. The plus is the online laboratory where we will put all into practice.Thanks to these three days you will be able to build solid protection barriers to protect your customer service, the reputation of your brand and therefore your business.What you will bring home<\/p>\n<ul>\n<li><span>Effective techniques to prevent and mitigate attacks over digital public channels<\/span><\/li>\n<li><span>Your customer service team will be able to manage event the most complex conversations with customers<\/span><\/li>\n<li><span>Constant interaction and assistance during your training itinerary<\/span><\/li>\n<li><span>Ebook &#8216;Digital Customer Service Personas\u00a9&#8217; Certificate &#8216;Crisis Response Digital Customer Service&#8217;<\/span><\/li>\n<\/ul>\n<p>This course is for you if<\/p>\n<ul>\n<li>You are a customer service \/ contact centre manager already using digital support channels<\/li>\n<li>Vuoi want to optimize even the most complex digital conversations<\/li>\n<li>You are looking for an online customized training itinerary<\/li>\n<li>You want to let your customer service team grow<\/li>\n<li>You seek constant assistance and interaction with your coach<\/li>\n<\/ul>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">Benefits<\/h2>\n<p>                    <strong>Prevention<\/strong>Build an effective protection net in the event of an attack on digital channels.                    <strong>Laboratory<\/strong>We work together to optimize your most complex conversations.                    <strong>Interaction<\/strong>Interact with me during the whole training itinerary.<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">Testimonials<\/h2>\n<p style=\"text-align: center;\">\u201cIf 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.\u201d<\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: rgb(23, 151, 237); font-size: 19px;\">Fausto Turco<\/span> <\/strong><\/p>\n<p style=\"text-align: center;\">CEO SI-Net Srl<\/p>\n<p style=\"text-align: center;\">\u201cPaolo 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.\u201d<\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: rgb(23, 151, 237); font-size: 19px;\">Roberta Papini<\/span><\/strong><\/p>\n<p style=\"text-align: center;\">CEO Shopsharing Deutschland<\/p>\n<p style=\"text-align: center;\">\u201cThanks 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.\u201d<\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: rgb(23, 151, 237); font-size: 19px;\"><strong><span><strong><span>Dolores Vincenzo<\/span><\/strong><\/span><\/strong><\/span><\/strong><\/p>\n<p style=\"text-align: center;\">Servizi al consumatore, Dr. Schaer<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" id=\"tab-con-1\" style=\"text-align: center;\">Your coach<\/h2>\n<p><span style=\"width: 100%;\"><img decoding=\"async\" alt=\"Paolo Fabrizio\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/09\/Linkedin-piccola-scaled.jpg\" style=\"aspect-ratio: auto 1708 \/ 2560;\" width=\"100\" height=\"150\" ml-d=\"0\" center-h-d=\"false\" data-width=\"100\" data-height=\"150\" data-init-width=\"1708\" data-init-height=\"2560\" data-id=\"35012\" title=\"Linkedin (piccola\" loading=\"lazy\" mt-d=\"-1.0079999999999814\"><\/span><\/p>\n<h3 data-fontsize=\"21\" data-lineheight=\"31\" id=\"tab-con-2\" style=\"text-align: center;\">Paolo Fabrizio<\/h3>\n<p style=\"text-align: center;\">Digital Customer Service Advisor, Trainer, Speaker.<\/p>\n<p style=\"text-align: center;\">In the 90s he took part in the startup of the first online insurance company in Italy, following the customer&#8217;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. Digital Customer Service Lecturer at the Bicocca University of Milan.<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"text-align: center;\">Selected client companies<\/h2>\n<p><span style=\"width: 100%;\"><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/03\/Ha-collaborato-con.jpg\" rel=\"\"><img decoding=\"async\" alt=\"clients\" width=\"300\" height=\"48\" title=\"clients\" data-id=\"27268\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/clienti-2.png\" style=\"aspect-ratio: auto 2176 \/ 350;\" data-width=\"300\" data-height=\"48\" data-init-width=\"2176\" data-init-height=\"350\" loading=\"lazy\"><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Crisis Response Digital Customer Service Instance 1 Training itinerary Ideal for Customer Service Managers Coach: Paolo Fabrizio Day 1 Crisis prevention Assessment test + feedback (personalized podcast) Online attacks or crisis: how to detect signals (1 hour) When and how to intervene: best practices (1 hour) Day 2 Crisis response Preparation: choose the most complex [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","tve_updated_post":"<div class=\"thrv_wrapper thrv-page-section\">\n<div class=\"tve-page-section-out\" data-css=\"tve-u-170d488c637\"><\/div>\n<div class=\"tve-page-section-in tve_empty_dropzone\"><div class=\"thrv_wrapper tve_image_caption\" data-css=\"tve-u-17175738f97\"><span class=\"tve_image_frame\"><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/crisis-response_big5.png\"><img class=\"tve_image wp-image-21055\" alt=\"\" width=\"4965\" height=\"2723\" title=\"crisis response_big5\" data-id=\"21055\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/crisis-response_big5.png\" data-css=\"tve-u-170d4885932\"><\/a><\/span><\/div><\/div>\n<\/div><div class=\"thrv_wrapper thrv-page-section\" data-css=\"tve-u-1602bad345e\">\n<div class=\"tve-page-section-out\" data-css=\"tve-u-1602ba2c4cd\"><\/div>\n<div class=\"tve-page-section-in tve_empty_dropzone\" data-css=\"tve-u-1717548d085\" style=\"\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box\" data-css=\"tve-u-170b6b1a2ca\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b41dba72\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d08ebf\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box testo18\" data-css=\"tve-u-170bed5d5fb\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d08ec5\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-197c70a0e6d\" style=\"\"><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" data-css=\"tve-u-1602bdb5b81\" data-tag=\"h2\"><h2 class=\"tve_p_center rft\" data-fontsize=\"39\" data-lineheight=\"58\" style=\"\" data-css=\"tve-u-197c70720e6\">Crisis Response Digital Customer Service<\/h2><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width: 1076.02;\" data-css=\"tve-u-171758a9455\"><div class=\"tcb-flex-row tcb--cols--2\" style=\"\" data-css=\"tve-u-171758a9456\"><div class=\"tcb-flex-col c-33\"><div class=\"tcb-col\" data-css=\"tve-u-170d4387d09\" data-aspect-ratio-default=\"0\" data-aspect-ratio=\"16:9\"><div class=\"thrv_wrapper thrv-pricing-table\" data-ct=\"pricing_table-24177\" style=\"\" data-css=\"tve-u-171758a9452\">\n\t<div class=\"thrv_wrapper thrv-button-group tcb-no-clone tcb-no-delete tve_no_drag tcb-no-save tcb-permanently-hidden\" data-price-button-group=\"tve-u-price-button-group-170d3eb406e\">\n\t\t<div class=\"thrv_wrapper thrv-button-group-item tcb-no-clone tcb-no-delete tve_no_drag tcb-no-title tcb-no-save tcb-active-state\" data-default=\"true\" data-instance=\"1760695\" data-selector=\"[data-price-button-group=&quot;tve-u-price-button-group-170d3eb406e&quot;] .thrv-button-group-item.tcb-active-state\">\n\t\t\t<a href=\"#\" class=\"tcb-button-link\">\n\t\t\t\t<span class=\"tcb-button-texts\"><span class=\"tcb-button-text thrv-inline-text\">Instance 1<\/span><\/span>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"tcb-flex-row tcb-pricing-table-box-container tcb--cols--1\" data-instance=\"1760695\"><div class=\"tcb-flex-col\" data-label=\"Pro\">\n\t\t\t<div class=\"tcb-col\">\n\t\t\t\t<div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box tcb-excluded-from-group-item tcb-pt-cb-wrapper tcb-pt-featured-box\" data-css=\"tve-u-170d40661a4\">\n\t\t\t\t\t<div class=\"tve-content-box-background tcb-pt-card\"><\/div>\n\t\t\t\t\t<div class=\"tve-cb tcb-pt-card-content\" style=\"\" data-css=\"tve-u-171758bc942\">\n\t\t\t\t\t\t<div class=\"thrv_wrapper thrv_text_element\" data-tag=\"h6\"><h5 class=\"tcb-pt-card-title\" data-css=\"tve-u-171758a9453\" data-fontsize=\"25\" data-lineheight=\"37\">Training itinerary<\/h5><\/div>\n\t\t\t\t\t\t<div class=\"thrv_wrapper thrv_text_element tcb-pt-card-description\" style=\"\" data-css=\"tve-u-171758a9454\"><p style=\"\"><em>Ideal for Customer Service Managers<\/em><\/p><\/div>\n\t\t\t\t\t\t<div class=\"tcb-pt-wrapper\"><\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t<div class=\"thrv_wrapper thrv_text_element\"><p style=\"\">Coach: <strong>Paolo Fabrizio<\/strong><\/p><\/div><div class=\"thrv_wrapper thrv_text_element\"><p style=\"\">Day 1 Crisis prevention<\/p><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d403dce9\">\n\t\t\t\t\t\t\t<ul class=\"tcb-styled-list\">\n\t\t\t\t\t\t\t\t<li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d403dceb\" style=\"\">\n\t\t\t\t\t\t\t\t\t<div class=\"tcb-styled-list-icon\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\">\n\t\t\t\t\t\t\t\t\t\t\t<svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-name=\"check\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg>\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d403dcec\">Assessment test + feedback (personalized podcast)<\/span>\n\t\t\t\t\t\t\t\t<\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d403dceb\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-17121f5fc6f\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d403dcec\">Online attacks or crisis: how to detect signals (1 hour)<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d403dceb\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-17121f76a4f\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d403dcec\">When and how to intervene: best practices (1 hour)<\/span><\/li>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div><div class=\"thrv_wrapper thrv_text_element\"><p>Day 2 Crisis response <br><\/p><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d40458a2\">\n\t\t\t\t\t\t\t<ul class=\"tcb-styled-list\">\n\t\t\t\t\t\t\t\t<li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d40458a3\" style=\"\">\n\t\t\t\t\t\t\t\t\t<div class=\"tcb-styled-list-icon\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\">\n\t\t\t\t\t\t\t\t\t\t\t<svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-name=\"check\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg>\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d40458a4\">Preparation: choose the most complex online conversations you had to bring to the laboratory<\/span>\n\t\t\t\t\t\t\t\t<\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d40458a3\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-171220d42b6\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d40458a4\">Laboratory (online class): analysis and re-writing to optimize them.<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d40458a3\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-171220e4484\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d40458a4\">Laboratory (online class): live Q &amp; A with focus on lesson learned.<\/span><\/li>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div><div class=\"thrv_wrapper thrv_text_element\"><p style=\"\">Day 3 Action plan<\/p><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d4049722\">\n\t\t\t\t\t\t\t<ul class=\"tcb-styled-list\">\n\t\t\t\t\t\t\t\t<li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d4049724\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-171220689ec\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-171758a9457\" style=\"\">Framework for prevention and management<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d4049724\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-17145d14210\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-171758a9457\" style=\"\">De-briefing achieved results (1 hour)<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d4049724\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-171220b58f0\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-171758a9457\" style=\"\">Potential strategic developments (1 hour)<\/span><\/li>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div><div class=\"thrv_wrapper thrv_text_element\"><p>Suggested publications<\/p><\/div><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d46e0701\">\n\t\t\t\t\t\t\t<ul class=\"tcb-styled-list\">\n\t\t\t\t\t\t\t\t<li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d46e0704\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d46e0705\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d46e0706\">E-book \"Digital Customer Service Personas\u00a9\"<br><\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d46e0704\" style=\"\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style \" data-css=\"tve-u-17145d292ae\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d46e0706\">Certificate 'Crisis Response Digital Customer Service'<\/span><\/li>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div><\/div>\n<\/div><\/div><\/div><div class=\"tcb-flex-col c-66\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width: 712.344;\"><div class=\"tcb-flex-row tcb--cols--2\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170d841d118\" style=\"text-align: center;\">Introduction<\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" style=\"\" data-css=\"tve-u-171758b7f9b\">Customers talk with you and about you over online channels, especially on 'public' ones <em>(social media and online reviews sites).<\/em><br><br>Consequently, if you do not moderate customer criticisms on these channels in a timely manner, risk to underrate possible fires that may soon put part of your reputation at stake. And your business will suffer accordingly.<br><br>The answer to this scenario is <em>Crisis Response<\/em>, the online course that provides you with tools and knowledge necessary to best prevent, manage and mitigate a potential crisis on your digital channels.<br><br>The training course is customized to your specific organization and includes tests, video consultancy sessions and a laboratory where I will help you manage the most complex conversations triggered by your customers. The plus is the online laboratory where we will put all into practice.<br><br>Thanks to these three days you will be able to build solid protection barriers to protect your customer service, the reputation of your brand and therefore your business.<\/div><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\" data-css=\"tve-u-170d475fc35\"><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170d841f36e\" style=\"text-align: center;\">What you will bring home<\/div><\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box tve-elem-default-pad\" data-css=\"tve-u-170d9ae2244\">\n\t<div class=\"tve-content-box-background\"><\/div>\n\t<div class=\"tve-cb\"><div class=\"thrv_wrapper thrv-styled_list\" data-icon-code=\"icon-check\" data-css=\"tve-u-170d360546c\"><ul class=\"tcb-styled-list\"><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d3605470\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d3605471\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d856d964\">Effective techniques to prevent and mitigate attacks over digital public channels<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d3605470\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-17118911452\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d856d964\">Your customer service team will be able to manage event the most complex conversations with customers<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d3605476\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d3605477\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d3605478\">Constant interaction and assistance during your training itinerary<\/span><\/li><li class=\"thrv-styled-list-item\" data-css=\"tve-u-170d3605470\"><div class=\"tcb-styled-list-icon\"><div class=\"thrv_wrapper thrv_icon tve_no_drag tcb-no-delete tcb-no-clone tcb-no-save tcb-icon-inherit-style\" data-css=\"tve-u-170d46b2d34\"><svg class=\"tcb-icon\" viewBox=\"0 0 32 32\" data-id=\"icon-check\" data-name=\"\"><path d=\"M29.333 10.267c0 0.4-0.133 0.8-0.533 1.2l-14.8 14.8c-0.267 0.267-0.667 0.4-1.067 0.4s-0.933-0.133-1.2-0.533l-2.4-2.267-6.267-6.267c-0.267-0.267-0.4-0.667-0.4-1.2s0.133-0.8 0.533-1.2l2.4-2.4c0.267-0.133 0.667-0.4 1.067-0.4s0.8 0.133 1.2 0.533l5.067 5.067 11.2-11.333c0.267-0.267 0.667-0.533 1.2-0.533 0.4 0 0.8 0.133 1.2 0.533l2.4 2.4c0.267 0.267 0.4 0.667 0.4 1.2z\"><\/path><\/svg><\/div><\/div><span class=\"thrv-advanced-inline-text tve_editable tcb-styled-list-icon-text tcb-no-delete tcb-no-save\" data-css=\"tve-u-170d3605472\">Ebook 'Digital Customer Service Personas\u00a9' Certificate 'Crisis Response Digital Customer Service'<\/span><\/li><\/ul><\/div><\/div>\n<\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170d8451216\" style=\"text-align: center;\">This course is for you if<\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170d47b76c1\"><ul class=\"\"><li class=\"\">You are a customer service \/ contact centre manager already using digital support channels<\/li><li class=\"\">Vuoi want to optimize even the most complex digital conversations<\/li><li class=\"\">You are looking for an online customized training itinerary<\/li><li class=\"tcb-plain-text\">You want to let your customer service team grow<\/li><li class=\"\">You seek constant assistance and interaction with your coach<\/li><\/ul><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-juntbri5\" data-css=\"tve-u-170bed611b5\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d08ed6\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d08ed7\"><div class=\"thrv_responsive_video thrv_wrapper\" data-type=\"vimeo\" data-video-color=\"rgb(23, 151, 237)\" data-overlay=\"0\" data-url=\"https:\/\/vimeo.com\/404010732\" style=\"margin-bottom: 20px !important;\" data-css=\"tve-u-171189b1604\" data-aspect-ratio=\"16:9\" data-aspect-ratio-default=\"0\" data-float-visibility=\"mobile\" data-float-position=\"top-left\" data-float-width-d=\"300px\" data-float-padding1-d=\"25px\" data-float-padding2-d=\"25px\">\n<div class=\"tve_responsive_video_container\" style=\"padding-bottom: 56.25%;\">\n<div class=\"tcb-video-float-container\"><iframe data-code=\"404010732\" data-provider=\"vimeo\" frameborder=\"0\" allowfullscreen=\"\" id=\"player_1\" data-src=\"https:\/\/player.vimeo.com\/video\/404010732?portrait=1&amp;title=1&amp;color=1797ed&amp;byline=1&amp;autopause=0\"><\/iframe><div class=\"video_overlay\"><\/div><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv-button thrv-button-v2 tcb-local-vars-root\" data-css=\"tve-u-197c70b7b20\" data-button-style=\"btn-tpl-58381\" style=\"\" data-button-size-d=\"xl\"><div class=\"thrive-colors-palette-config\" style=\"display: none !important\">__CONFIG_colors_palette__{\"active_palette\":0,\"config\":{\"colors\":{\"9296b\":{\"name\":\"Main Accent\",\"parent\":-1}},\"gradients\":[]},\"palettes\":[{\"name\":\"Default Palette\",\"value\":{\"colors\":{\"9296b\":{\"val\":\"rgb(255, 18, 10)\"}},\"gradients\":[]},\"original\":{\"colors\":{\"9296b\":{\"val\":\"rgb(19, 114, 211)\",\"hsl\":{\"h\":210,\"s\":0.83,\"l\":0.45,\"a\":1}}},\"gradients\":[]}}]}__CONFIG_colors_palette__<\/div>\n\t\n\t<a href=\"https:\/\/customerserviceculture.com\/en\/form-1-to-1-coaching-crisis-response\/\" class=\"tcb-button-link tcb-plain-text\" style=\"\" rel=\"\">\n\t\t<span class=\"tcb-button-texts\" style=\"\"><span class=\"tcb-button-text thrv-inline-text\" style=\"\" data-css=\"tve-u-197c70e5dab\"><strong>GET MORE INFO<\/strong><\/span><\/span>\n\t<\/a>\n<\/div><div class=\"thrv_wrapper\" style=\"padding-top: 0px !important; padding-bottom: 0px !important;\" data-css=\"tve-u-197c70cfd46\">\n<hr class=\"tve_sep tve_sep1\">\n<\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" data-css=\"tve-u-1602bdb5b81\" data-tag=\"h2\"><h2 class=\"tve_p_center rft\" data-fontsize=\"39\" data-lineheight=\"58\" style=\"\" data-css=\"tve-u-197c7074977\">Benefits<\/h2><\/div><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170bed50500\" style=\"--tcb-col-el-width: 1076.02;\"><div class=\"tcb-flex-row tcb--cols--1\" data-css=\"tve-u-170bed50c12\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170bed527b5\" style=\"--tcb-col-el-width: 1076.02;\"><div class=\"tcb-flex-row tcb--cols--3\" data-css=\"tve-u-170bed52df6\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-jutqkwfd\" data-css=\"tve-u-170bed573be\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d9b238\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d9b239\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170b1e219f9\" style=\"--tcb-col-el-width: 346.683;\"><div class=\"tcb-flex-row tcb--cols--1\" data-css=\"tve-u-170b1e22dcf\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\" data-css=\"tve-u-170b5a81673\"><div class=\"thrv_wrapper thrv_icon tcb-icon-display icoblu60\" data-css=\"tve-u-171758c6fec\"><svg class=\"tcb-icon\" viewBox=\"0 0 512 512\" data-id=\"icon-shield-check-regular\" data-name=\"\">\n            <path d=\"M163.2 230.5c-4.7-4.7-12.3-4.7-17-.1l-22.7 22.5c-4.7 4.7-4.7 12.3-.1 17l90.8 91.5c4.7 4.7 12.3 4.7 17 .1l172.6-171.2c4.7-4.7 4.7-12.3.1-17l-22.5-22.7c-4.7-4.7-12.3-4.7-17-.1L223 290.7zM466.5 83.7l-192-80a48.15 48.15 0 0 0-36.9 0l-192 80C27.7 91.1 16 108.6 16 128c0 198.5 114.5 335.7 221.5 380.3 11.8 4.9 25.1 4.9 36.9 0C360.1 472.6 496 349.3 496 128c0-19.4-11.7-36.9-29.5-44.3zM256 464C158.5 423.4 64 297.3 64 128l192-80 192 80c0 173.8-98.4 297-192 336z\"><\/path>\n        <\/svg><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkobc -jutqkobc testo20\" data-css=\"tve-u-170b1d9b23d\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170b5a92071\" style=\"text-align: center;\"><strong><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">Prevention<\/font><\/font><\/font><\/font><\/font><\/font><\/strong><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"\"><br><\/div><div class=\"\">Build an effective protection net in the event of an attack on digital channels.<\/div><\/div><\/div>\n<\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-jutqkwfd\" data-css=\"tve-u-170bed54794\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d9b238\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d9b239\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170b1e219f9\" style=\"--tcb-col-el-width: 346.683;\"><div class=\"tcb-flex-row tcb--cols--1\" data-css=\"tve-u-170b1e22dcf\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_icon tcb-icon-display icoblu60\" data-css=\"tve-u-171758c6fee\"><svg class=\"tcb-icon\" viewBox=\"0 0 448 512\" data-id=\"icon-flask-light\" data-name=\"\">\n            <path d=\"M434.9 410.7L288 218.6V32h26c3.3 0 6-2.7 6-6V6c0-3.3-2.7-6-6-6H134c-3.3 0-6 2.7-6 6v20c0 3.3 2.7 6 6 6h26v186.6L13.1 410.7C-18.6 452.2 11 512 63.1 512h321.8c52.2 0 81.7-59.8 50-101.3zm-50 69.3H63.1c-25.7 0-40.3-29.4-24.6-49.8l150.2-196.5c2.1-2.8 3.3-6.2 3.3-9.7V32h64v192c0 3.5 1.2 6.9 3.3 9.7l150.2 196.5c15.6 20.4 1.2 49.8-24.6 49.8z\"><\/path>\n        <\/svg><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkobc -jutqkobc testo20\" data-css=\"tve-u-170b1d9b23d\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170b5a937f1\" style=\"text-align: center;\"><strong><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">Laboratory<\/font><\/font><\/font><\/font><\/font><\/font><\/strong><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" style=\"text-align: center;\"><br><\/div><div class=\"tcb-plain-text\" data-css=\"tve-u-170b6934e1c\">We work together to optimize your most complex conversations.<\/div><\/div><\/div>\n<\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box dynamic-group-jutqkwfd\" data-css=\"tve-u-170bed58369\">\n\t<div class=\"tve-content-box-background\" data-css=\"tve-u-170b1d9b238\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b1d9b239\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-170b1e219f9\" style=\"--tcb-col-el-width: 346.683;\"><div class=\"tcb-flex-row tcb--cols--1\" data-css=\"tve-u-170b1e22dcf\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_icon tcb-icon-display icoblu60\" data-css=\"tve-u-170b6aa5e05\"><svg class=\"tcb-icon\" viewBox=\"0 0 582.5 512\" data-id=\"icon-rocketchat-brands\" data-name=\"\">\n            <path d=\"M491.9 105.9c-77.8-51.4-181.2-63.1-267.1-47.6C128.7-34.4 21 8.2 0 20.5c0 0 73.9 62.8 61.9 117.8-87.5 89.2-45.9 188.5 0 235.4C73.9 428.7 0 491.5 0 491.5c20.8 12.3 128.2 54.8 224.8-37.4 85.7 15.4 189.1 3.8 267.1-47.7 120.6-77 121-223.1 0-300.5zm-194.4 300c-30.1.1-60-3.8-89.1-11.5l-20 19.3c-11.1 10.8-23.6 20.1-37 27.7-16.3 8.2-34.1 13.3-52.3 14.9 1-1.8 1.9-3.6 2.8-5.3 20-37.1 25.4-70.3 16.2-99.8-32.9-25.9-52.6-59-52.6-95.2 0-82.9 103.9-150.1 232-150.1s232 67.2 232 150.1c0 82.9-103.9 149.9-232 149.9zM186.2 291.7c-19.1.3-34.9-15-35.2-34.1-.7-45.9 68.6-46.9 69.3-1.1v.5c.2 19.3-15.5 34.7-34.1 34.7zm74.6-34.1c-.8-45.9 68.5-47 69.3-1.2v.6c.4 45.6-68.5 46.1-69.3.6zm145 34.1c-19.1.3-34.9-15-35.2-34.1-.7-45.9 68.6-46.9 69.3-1.1v.5c.2 19-15 34.6-34.1 34.7z\"><\/path>\n        <\/svg><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkobc -jutqkobc testo20\" data-css=\"tve-u-170b1d9b23d\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170b5a9534d\" style=\"text-align: center;\"><strong><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">Interaction<\/font><\/font><\/font><\/font><\/font><\/font><\/strong><\/div><\/div><div class=\"thrv_wrapper thrv_text_element thrv-plain-text dynamic-group-jutqkhpr -jutqkhpr testo18\" data-css=\"tve-u-170b1d9b23b\"><div class=\"tcb-plain-text\" data-css=\"tve-u-170b5a9a57d\" style=\"text-align: center;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><br><\/div><div class=\"tcb-plain-text\" data-css=\"tve-u-170b69337f1\">Interact with me during the whole training itinerary.<\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper\" style=\"padding-top: 0px !important; padding-bottom: 0px !important;\">\n<hr class=\"tve_sep tve_sep1\">\n<\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" data-css=\"tve-u-1602b48cf80\" data-tag=\"h2\"><h2 class=\"tve_p_center rft\" data-fontsize=\"39\" data-lineheight=\"58\" style=\"\" data-css=\"tve-u-197c7077df2\">Testimonials<\/h2><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width: 1076.02;\"><div class=\"tcb-flex-row tcb--cols--3\" data-css=\"tve-u-170b6b88f1d\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvcc6rig\" data-css=\"tve-u-170b1e966fd\"><p style=\"text-align: center;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font><font><font><font><font><font><font><font><font><font><font><font><font><font><font><font><font>\u201cIf 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.\u201d<\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/p><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><p data-css=\"tve-u-170b6b4a8fc\" style=\"text-align: center;\"><strong><span data-css=\"tve-u-1602bb621b4\" style=\"color: rgb(23, 151, 237); font-size: 19px;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">Fausto Turco<\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span> <\/strong><\/p><\/div><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvccbrtl\" data-css=\"tve-u-170b1e966fa\"><p data-css=\"tve-u-170b6b48453\" style=\"text-align: center;\">CEO SI-Net Srl<\/p><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvcc6rig\" data-css=\"tve-u-170b1e966fd\"><p style=\"text-align: center;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">\u201cPaolo 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.\u201d<\/font><\/font><\/p><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><p data-css=\"tve-u-170b6b8fa59\" style=\"text-align: center;\"><strong><span data-css=\"tve-u-1602bb621b4\" style=\"color: rgb(23, 151, 237); font-size: 19px;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">Roberta Papini<\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span><\/strong><\/p><\/div><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvccbrtl\" data-css=\"tve-u-170b1e966fa\"><p data-css=\"tve-u-170b6b48456\" style=\"text-align: center;\">CEO Shopsharing Deutschland<\/p><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvcc6rig\" data-css=\"tve-u-170b1e966fd\"><p style=\"text-align: center;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\">\u201cThanks 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.\u201d<\/font><\/font><\/p><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><p data-css=\"tve-u-170b6b919dc\" style=\"text-align: center;\"><strong><span data-css=\"tve-u-1602bb621b4\" style=\"color: rgb(23, 151, 237); font-size: 19px;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><font style=\"vertical-align: inherit;\"><strong><span data-css=\"tve-u-1602bb621b4\"><font><font><font><font><font><font><font><font><font><font><strong><span data-css=\"tve-u-1602bb621b4\"><font><font><font><font><font><font><font><font><font><font>Dolores Vincenzo<\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span><\/strong><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span><\/strong><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/font><\/span><\/strong><\/p><\/div><div class=\"thrv_wrapper thrv_text_element dynamic-group-jvccbrtl\" data-css=\"tve-u-170b1e966fa\"><p data-css=\"tve-u-170b6b48456\" style=\"text-align: center;\">Servizi al consumatore, Dr. Schaer<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper\" style=\"padding-top: 0px !important; padding-bottom: 0px !important;\">\n<hr class=\"tve_sep tve_sep1\">\n<\/div><div class=\"thrv-content-block tcb-local-vars-root thrv_wrapper\" data-css=\"tve-u-170b4920a67\" tcb-template-name=\"Team 07\" tcb-template-id=\"41486\" tcb-template-pack=\"137\" data-keep-css_id=\"1\" style=\"\"><div class=\"thrive-group-edit-config\" style=\"display: none !important\">__CONFIG_group_edit__{\"judt5rda\":{\"name\":\"All Name(s)\",\"singular\":\"-- Text %s\"},\"judt60l2\":{\"name\":\"All Role(s)\",\"singular\":\"-- Text %s\"},\"judt68mo\":{\"name\":\"All Paragraphs)\",\"singular\":\"-- Text %s\"},\"jukv2ac2\":{\"name\":\"All Image(s)\",\"singular\":\"-- Image %s\"},\"jukv2fxj\":{\"name\":\"All Columns Content Box(s)\",\"singular\":\"-- Content Box %s\"},\"jumbuukm\":{\"name\":\"All Column(s)\",\"singular\":\"-- Column %s\"}}__CONFIG_group_edit__<\/div><div class=\"thrive-local-colors-config\" style=\"display: none !important\">__CONFIG_local_colors__{\"colors\":{\"a9109\":\"Occupation\"},\"gradients\":{}}__CONFIG_local_colors__<\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box\" data-css=\"tve-u-170beda9a96\">\n\t<div class=\"tve-content-box-background\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b4920a69\"><div class=\"thrv_wrapper thrv_text_element titoloblu\" data-css=\"tve-u-170b4920a6a\" data-tag=\"h2\"><h2 class=\"\" data-css=\"tve-u-197c707a38c\" data-fontsize=\"39\" data-lineheight=\"58\" id=\"tab-con-1\" style=\"text-align: center;\">Your coach<\/h2><\/div><div class=\"thrv_wrapper thrv_contentbox_shortcode thrv-content-box\" data-css=\"tve-u-197c70638bf\">\n\t<div class=\"tve-content-box-background\"><\/div>\n\t<div class=\"tve-cb\" data-css=\"tve-u-170b4920a6c\"><div class=\"thrv_wrapper tve_image_caption img_style_circle fotopaolo\" data-css=\"tve-u-197c7082378\">\n<span class=\"tve_image_frame\" style=\"width: 100%;\">\n<img class=\"tve_image tve_brdr_ridge wp-image-35012\" alt=\"Paolo Fabrizio\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/09\/Linkedin-piccola-scaled.jpg\" style=\"aspect-ratio: auto 1708 \/ 2560;\" width=\"100\" height=\"150\" data-css=\"tve-u-197c7083614\" ml-d=\"0\" center-h-d=\"false\" data-width=\"100\" data-height=\"150\" data-init-width=\"1708\" data-init-height=\"2560\" data-id=\"35012\" title=\"Linkedin (piccola\" loading=\"lazy\" mt-d=\"-1.0079999999999814\">\n<\/span>\n<\/div><div class=\"thrv_wrapper thrv_text_element dynamic-group-judt5rda\" data-css=\"tve-u-170b4920a74\" data-tag=\"h3\"><h3 class=\"\" data-css=\"tve-u-170b4920a75\" data-fontsize=\"21\" data-lineheight=\"31\" id=\"tab-con-2\" style=\"text-align: center;\">Paolo Fabrizio<\/h3><p style=\"text-align: center;\">Digital Customer Service Advisor, Trainer, Speaker.<\/p><p style=\"text-align: center;\">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. Digital Customer Service Lecturer at the Bicocca University of Milan.<\/p><\/div><\/div>\n<\/div><div class=\"thrv_wrapper thrv_text_element titoloblu\" data-css=\"tve-u-170b4920a6a\" data-tag=\"h2\"><h2 class=\"\" data-css=\"tve-u-197c707a38c\" data-fontsize=\"39\" data-lineheight=\"58\" style=\"text-align: center;\">Selected client companies<\/h2><\/div><div class=\"thrv_wrapper tve_image_caption\" data-css=\"tve-u-17cc1e8170e\" style=\"\"><span class=\"tve_image_frame\" style=\"width: 100%;\"><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/03\/Ha-collaborato-con.jpg\" rel=\"\"><img class=\"tve_image wp-image-27268 tcb-moved-image\" alt=\"clients\" width=\"300\" height=\"48\" title=\"clients\" data-id=\"27268\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/clienti-2.png\" style=\"aspect-ratio: auto 2176 \/ 350;\" data-css=\"tve-u-197c704f328\" data-width=\"300\" data-height=\"48\" data-init-width=\"2176\" 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