{"id":21285,"date":"2020-04-15T19:59:40","date_gmt":"2020-04-15T17:59:40","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=21285"},"modified":"2025-02-07T17:04:37","modified_gmt":"2025-02-07T16:04:37","slug":"training","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/training\/","title":{"rendered":"Training"},"content":{"rendered":"<p><span><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/training3.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" data-id=\"21348\" width=\"1643\" height=\"998\" title=\"training3\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/training3.png\" data-link-wrap=\"true\" style=\"\"><\/a><\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">Digital Customer Service workshops<\/h2>\n<p style=\"text-align: left;\">I help you turn you support agents into digital conversation specialists thanks to my &#8216;<em>Digital Customer Service Personas\u00a9<\/em>&#8216; skill-set model. My trainings are:&nbsp;<\/p>\n<ul>\n<li style=\"text-align: left;\">Interactive (we spend 50% of the time making exercises).<\/li>\n<li style=\"text-align: left;\">Customized as per your specific needs and the type of participants.<\/li>\n<li style=\"text-align: left;\">Flexible as per delivery approach (online, onsite at your offices or mixed).<\/li>\n<\/ul>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">Why they work well<\/h2>\n<p style=\"text-align: left;\">Training paths are structured into 3 steps to spread, apply and consolidate competences.&nbsp;<\/p>\n<p style=\"text-align: left;\">50% of the time is dedicated to exercises simulating digital customer conversations.<\/p>\n<p>     Workshop  <\/p>\n<p>To deliver new guidelines, best practices and applying them through practical exercises. <\/p>\n<p>         Follow up   <\/p>\n<p>To fix and verify proper application of the above, through a training laboratory. <\/p>\n<p>         Fine tuning   <\/p>\n<p>To consolidate skills and harmonize them through individual meetings with participants. <\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">Results<\/h2>\n<ul>\n<li style=\"text-align: left;\">Optimizing conversations through social networks, live chat, video chat and messaging apps.<\/li>\n<li style=\"text-align: left;\">Increasing customer satisfaction as per the metrics that you are using.<\/li>\n<li style=\"text-align: left;\">Improving the productivity and satisfaction of the people on your customer service team.<\/li>\n<li style=\"text-align: left;\">Leveraging digital conversations as a business driver (up &amp; cross-selling).<\/li>\n<li style=\"text-align: left;\">Building internal career paths thanks to innovative skills (Digital Customer Service Personas\u00a9).<\/li>\n<\/ul>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">In a nutshell<\/h2>\n<p>                    <strong>CUSTOMIZATION<\/strong>Trainings are designed on your specific industry and needs.                    <strong>METHOD<\/strong>Consolidate results thanks to the 3-step program and practical exercises.                    <strong>EXPERIENCE<\/strong>You work with an international Digital Customer Service professional.<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" id=\"tab-con-1\" style=\"text-align: center;\"><span style=\"--tcb-applied-color: rgb(116, 116, 116) !important; color: rgb(116, 116, 116) !important;\">What participants say<\/span> \ud83c\udfa7<\/h2>\n<p style=\"text-align: left;\">Picture: support team&#8217;s happy faces at the end of a Digital Customer Service training path.<\/p>\n<p style=\"text-align: left;\">Black box: listen to some participants&#8217; audio feedbacks!&nbsp;<\/p>\n<p><span><img decoding=\"async\" alt=\"training\" data-id=\"37857\" width=\"669\" data-init-width=\"1248\" height=\"353\" data-init-height=\"659\" title=\"training\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/04\/training.jpg\" data-width=\"669\" data-height=\"353\" style=\"aspect-ratio: auto 1248 \/ 659;\"><\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"text-align: center;\">Highlights<\/h2>\n<p style=\"\"><span style=\"--tcb-applied-color: rgb(116, 116, 116) !important; color: rgb(116, 116, 116) !important;\">\ud83d\udc8e Trained and up-skilled over 1.500 customer service people.<span><\/span><span>\ud83c\udf96 Delivered customized training paths for 100 customer service teams. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<\/span>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; \ud83c\udf0d Worked with client companies belonging to various industries and markets.<\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"text-align: center;\">Client testimonials<\/h2>\n<p><span><img decoding=\"async\" alt=\"Salvatore D'Onofrio\" data-id=\"35303\" width=\"53\" data-init-width=\"400\" height=\"53\" data-init-height=\"400\" title=\"Salvatore D'Onofrio\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/10\/1695483293089.jpg\" data-width=\"53\" data-height=\"53\" style=\"aspect-ratio: auto 400 \/ 400;\"><\/span><span><img decoding=\"async\" alt=\"\" data-id=\"60513\" width=\"37\" data-init-width=\"37\" height=\"28\" data-init-height=\"28\" title=\"Quote_left marks\" loading=\"lazy\" src=\"\/\/customerserviceculture.com\/wp-content\/uploads\/tcb_content_templates\/testimonial\/images\/Quote_left-marks.png\" data-width=\"37\" data-height=\"28\" style=\"aspect-ratio: auto 37 \/ 28;\"><\/span><\/p>\n<p style=\"\">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.<\/p>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><span><strong>Salvatore D&#8217;Onofrio<\/strong>&nbsp;<\/span><\/h4>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><span>Head of Voice of the Customer, ING<\/span><\/h4>\n<p><span><img decoding=\"async\" alt=\"Darko Popovic\" data-id=\"35320\" width=\"53\" data-init-width=\"800\" height=\"53\" data-init-height=\"800\" title=\"Darko Popovic\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/10\/Darko-Popovic.jpg\" data-width=\"53\" data-height=\"53\" style=\"aspect-ratio: auto 800 \/ 800;\"><\/span><span><img decoding=\"async\" alt=\"\" data-id=\"60513\" width=\"37\" data-init-width=\"37\" height=\"28\" data-init-height=\"28\" title=\"Quote_left marks\" loading=\"lazy\" src=\"\/\/customerserviceculture.com\/wp-content\/uploads\/tcb_content_templates\/testimonial\/images\/Quote_left-marks.png\" data-width=\"37\" data-height=\"28\" style=\"aspect-ratio: auto 37 \/ 28;\"><\/span><\/p>\n<p style=\"\">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.<\/p>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><span><strong>Darko Popovic<\/strong>&nbsp;<\/span><\/h4>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><span>COO Multitude Bank<\/span><\/h4>\n<p><span><img decoding=\"async\" alt=\"Ruggero Carpentiere\" data-id=\"35305\" width=\"53\" data-init-width=\"800\" height=\"53\" data-init-height=\"800\" title=\"Ruggero Carpentiere\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/10\/1675182928662.jpg\" data-width=\"53\" data-height=\"53\" style=\"aspect-ratio: auto 800 \/ 800;\"><\/span><span><img decoding=\"async\" alt=\"\" data-id=\"60513\" width=\"37\" data-init-width=\"37\" height=\"28\" data-init-height=\"28\" title=\"Quote_left marks\" loading=\"lazy\" src=\"\/\/customerserviceculture.com\/wp-content\/uploads\/tcb_content_templates\/testimonial\/images\/Quote_left-marks.png\" data-width=\"37\" data-height=\"28\" style=\"aspect-ratio: auto 37 \/ 28;\"><\/span><\/p>\n<p style=\"\">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.<\/p>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><span><strong>Ruggero Carpentiere<\/strong>&nbsp;<\/span><\/h4>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><span>Chief Customer Officer, Air Liquide<\/span><\/h4>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"text-align: center;\">Get your customized training path<\/h2>\n<p style=\"text-align: left;\">Tell me about your customer service team and your training &amp; up-skilling needs.<\/p>\n<p style=\"text-align: left;\">Fill in this form, I&#8217;ll respond within 24 hours to arrange an informal video call.<\/p>\n<p>NameEmailMessageSEND MESSAGE<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" id=\"tab-con-1\" style=\"text-align: center;\">FAQ<\/h2>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">1. Who are your training paths designed to?<\/h4>\n<p>To companies already having their own internal customer service team.<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">2. What customer support channels are your trainings on?<\/h4>\n<p>Digital channels (social media, live chat, video chat, messaging app) but also on traditional ones (telephone, email).<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">3. Do your trainings include exercises?<\/h4>\n<p>Sure! We&#8217;ll spend half of sessions time simulating live conversations.<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">4. Where do your trainings take place?<\/h4>\n<p>At your office or online via main platforms (Teams, Zoom, Meet).<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">5. Which languages?<\/h4>\n<p>English, Spanish and Italian.<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">6. Why should I hire you?<\/h4>\n<p>My <a href=\"https:\/\/customerserviceculture.com\/en\/values\/\" target=\"_blank\" style=\"outline: none;\" rel=\"noopener\">values<\/a> speak for myself.<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">7. How much do your trainings cost?<\/h4>\n<p>As I customize each of them, fill out the form below to let me know about your needs.<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" id=\"tab-con-1\" style=\"text-align: center;\">Selected client companies<\/h2>\n<p><span><img decoding=\"async\" alt=\"clients\" data-id=\"26688\" width=\"333\" data-init-width=\"2176\" height=\"54\" data-init-height=\"350\" title=\"clients\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/clienti.png\" data-width=\"333\" data-height=\"54\" style=\"aspect-ratio: auto 2176 \/ 350;\"><\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"text-align: center;\">Trainer<\/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=\"-12\" center-v-d=\"false\"><\/span><\/p>\n<h3 data-fontsize=\"19\" data-lineheight=\"28\" id=\"tab-con-2\" style=\"text-align: center;\"><strong>Paolo Fabrizio<\/strong><\/h3>\n<p style=\"text-align: center;\"><em>Digital Customer Service Consultant, Trainer, Author, Speaker.<\/em><\/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. Lecturer at the Bicocca University of Milan (Master MADIM).<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Digital Customer Service workshops I help you turn you support agents into digital conversation specialists thanks to my &#8216;Digital Customer Service Personas\u00a9&#8216; skill-set model. My trainings are:&nbsp; 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 [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-21285","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Training - Customer Service Culture<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/training\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Training - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Digital Customer Service workshops I help you turn you support agents into digital conversation specialists thanks to my &#8216;Digital Customer Service Personas\u00a9&#8216; skill-set model. 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