{"id":21529,"date":"2020-04-19T17:05:29","date_gmt":"2020-04-19T15:05:29","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=21529"},"modified":"2026-01-17T18:36:29","modified_gmt":"2026-01-17T17:36:29","slug":"consulting","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/consulting\/","title":{"rendered":"Consulting"},"content":{"rendered":"<p><span><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/consultancy_services.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" data-id=\"21630\" width=\"1643\" height=\"998\" title=\"consultancy_services\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/consultancy_services.png\" data-link-wrap=\"true\" style=\"\"><\/a><\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\"><strong>Digital Customer Service Consultancy<\/strong><\/h2>\n<p style=\"text-align: center;\">This is the right page for you if you:<\/p>\n<ul>\n<li style=\"text-align: left;\">Want to take advantage of the Digital Customer Service to win and attract customers.<\/li>\n<li style=\"text-align: left;\">Don&#8217;t settle for good customer service because you want to stand out from competitors.<\/li>\n<li style=\"text-align: left;\">Are willing to question your habits in order to innovate your customer service culture.<\/li>\n<\/ul>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">Benefits<\/h2>\n<p>                    <strong>ANALISYS&nbsp;<\/strong>Before offering advice I listen carefully to understand your priorities and focus on your real needs.                    <strong>CUSTOMIZATION<\/strong>Consequently I prepare a consultancy path targeted to your needs, because each company has its own story.                    <strong>EXPERIENCE<\/strong>You take advantage of a Digital Customer Service professional, who has worked for over twenty years for brands.<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"text-align: center; color: rgb(116, 116, 116) !important; --tcb-applied-color: rgb(116, 116, 116) !important;\">What services are you interested in?<\/h2>\n<p \"=\"\" =\"\"=\"\" style=\"text-align: left;\" tve-u-17f5ec24e33\"=\"\">1.<strong> Road Map Digital Customer Service<\/strong>&nbsp;(strategic goals, main steps, results, consolidation). &nbsp;<\/p>\n<p \"=\"\" =\"\"=\"\" style=\"text-align: left;\" tve-u-17f5ec24e33\"=\"\"><span style=\"\">2.&nbsp;<\/span><strong>Conversational<\/strong><strong>AI<\/strong> (analysis, chatbot to human handover, post-conversation quality checks).<\/p>\n<p style=\"\"><span style=\"\">3.<strong> Metrics review&nbsp;<\/strong>(KPI \/ SLA) for digital support channels.<\/span><\/p>\n<p style=\"\"><span style=\"\">4.<strong> Digital conversations assessments&nbsp;<\/strong>(qualitative analysis on digital customer service conversations).<\/span><\/p>\n<p style=\"\"><span style=\"\">5.<strong> DCS team hiring&nbsp;<\/strong>(internal \/ external selection process with interviews and stress tests).<\/span><\/p>\n<p style=\"\"><span style=\"\">6.<strong> Process review and implementation<\/strong> (e.g. cross-department procedures, tone of voice and customer engagement).<\/span><\/p>\n<p style=\"\"><span style=\"\">7<strong>. Other&nbsp;<\/strong>(please specify).<\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" id=\"tab-con-1\" style=\"text-align: center; color: rgb(116, 116, 116) !important; --tcb-applied-color: rgb(116, 116, 116) !important;\">Fill out the form<\/h2>\n<p \"=\"\" =\"\"=\"\" style=\"text-align: left;\" tve-u-17f5ec24e33\"=\"\"><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; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;We&#8217;ll get back to you in 24 hours.<\/span><\/p>\n<p>NameEmailMessageSEND MESSAGE<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">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 data-fontsize=\"19\" data-lineheight=\"28\"><strong>Salvatore D&#8217;Onofrio<\/strong><\/h4>\n<p><span>Head of Voice of the Customer, ING<\/span><\/p>\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 the 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.<\/p>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><strong>Darko Popovic<\/strong><\/h4>\n<p><span>COO, Multitude Bank<\/span><\/p>\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.<\/p>\n<p style=\"\">It&#8217;s been an important moment of growth for our whole Customer Loyalty in Italy.<\/p>\n<h4 style=\"\" data-fontsize=\"19\" data-lineheight=\"28\"><strong>Ruggero Carpentiere<\/strong><\/h4>\n<p><span>Chief Customer Officer, Air Liquide<\/span><\/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 consulting designed to?<\/h4>\n<p>To any company believing that building a strong Customer Service Culture is a strategic key &#8211; regardless their industry they&#8217;re in.<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">2. Where do your consultancy sessions take place?<\/h4>\n<p>At your office or online (Zoom, Team or Meet).<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">3. Why should I hire you?<\/h4>\n<p>My <a href=\"https:\/\/customerserviceculture.com\/en\/values\/\" target=\"_blank\" style=\"outline: none;\">values<\/a> speak for myself.<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">4. What languages do you serve?<\/h4>\n<p>English, Spanish and Italian.<\/p>\n<h4 data-fontsize=\"18\" data-lineheight=\"27\">5. How much do your consultancies cost?<\/h4>\n<p>As I design customized itineraries, share your needs filling out the form below.<\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"\">Selected client companies<\/h2>\n<p><span><img decoding=\"async\" alt=\"clients\" data-id=\"27268\" width=\"485\" data-init-width=\"2176\" height=\"78\" data-init-height=\"350\" title=\"clients\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/clienti-2.png\" data-width=\"485\" data-height=\"78\" style=\"aspect-ratio: auto 2176 \/ 350;\"><\/span><\/p>\n<h2 data-fontsize=\"39\" data-lineheight=\"58\" style=\"text-align: center;\">Consultant<\/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=\"-11\" center-v-d=\"false\"><\/span><\/p>\n<h3 data-fontsize=\"19\" data-lineheight=\"28\" id=\"tab-con-2\" style=\"text-align: center;\">Paolo Fabrizio<\/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 Consultancy This is the right page for you if you: Want to take advantage of the Digital Customer Service to win and attract customers. Don&#8217;t settle for good customer service because you want to stand out from competitors. Are willing to question your habits in order to innovate your customer service culture. [&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-21529","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>Consulting - 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\/consulting\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Consulting - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Digital Customer Service Consultancy This is the right page for you if you: Want to take advantage of the Digital Customer Service to win and attract customers. 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