{"id":31660,"date":"2022-10-28T23:27:25","date_gmt":"2022-10-28T21:27:25","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=31660"},"modified":"2026-01-17T18:40:07","modified_gmt":"2026-01-17T17:40:07","slug":"customer-culture-academy","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/","title":{"rendered":"Customer Culture Academy"},"content":{"rendered":"<p><span><img decoding=\"async\" alt=\"Customer Culture Academy banner\" data-id=\"39305\" width=\"1080\" data-init-width=\"3170\" height=\"258\" data-init-height=\"758\" title=\"Customer Culture Academy banner\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/11\/Customer-Culture-Academy-banner.png\" data-width=\"1080\" data-height=\"258\" style=\"aspect-ratio: auto 3170 \/ 758;\"><\/span><\/p>\n<p><span style=\"font-size: 19px;\">Spreading &#8216;<em>customer culture<\/em>&#8216; is key for any forward-thinking organization because:<\/span><\/p>\n<ul>\n<li style=\"\"><span style=\"font-size: 19px;\">When it permeates beyond the typical customer facing departments, it dramatically improves both employee and customer experiences.<\/span><\/li>\n<li style=\"\"><span>Taking care of each digital conversation in detail allows you to consolidate and strengthen customer relationship over time, day by day.<\/span><\/li>\n<\/ul>\n<p style=\"\">The answer to such needs is <em>Customer Culture Academy<\/em>.<\/p>\n<p><span style=\"\"><img decoding=\"async\" alt=\"Paolo Fabrizio\" data-id=\"35037\" width=\"254\" data-init-width=\"1365\" height=\"380\" data-init-height=\"2046\" title=\"Paolo Fabrizio\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/09\/Paolo-Fabrizio-4-di-copertina.png\" data-width=\"254\" data-height=\"380\" style=\"aspect-ratio: auto 1365 \/ 2046;\" ml-d=\"0\" mt-d=\"-0.9950000000000045\"><\/span><\/p>\n<p style=\"text-align: center;\"><strong>Method and duration<\/strong><\/p>\n<p \"=\"\" =\"\"=\"\" style=\"\" tve-droppable\"\"=\"\"Customer Culture Academy is a strongcustomizable coaching path\/strong structured on emkey topics\/em that we interactively deepen together through live workshops and practical cases. The duration of the itinerary sits in a range between strong3 and 6 months\/strong. Learn more in this video introduction.\/p\/divdiv style=\"\"p style=\"text-align: center;\"strongParticipants\/strong\/p\/divdiv style=\"\"p \"=\"\" =\"\"=\"\" style=\"\" tve-droppable\"\"=\"\">Customer Culture Academy is aimed for a group of people belonging various departments of your organization.&nbsp; &nbsp; A<strong> cross-functional team <\/strong>that represents key areas of your business (e.g. customer service, sales, HR, back office, marketing). Their common purpose? Building a <em>shared customer culture&nbsp;<\/em>to drive business results in the long run.<\/p>\n<p style=\"text-align: center;\"><strong>Key topics<\/strong><\/p>\n<p \"=\"\" =\"\"=\"\" tve-droppable\"\"=\"\"Here are the top five topics that my clients have chosen to improve with the emCustomer Culture Academy\/em:\/polli \"=\"\" =\"\"=\"\" style=\"\" tve-droppable\"\"=\"\"><strong>Emotional intelligence<\/strong> &#8211; perceiving, understanding and managing emotions during your business conversations.<\/li>\n<li \"=\"\" =\"\"=\"\" style=\"\" tve-droppable\"\"=\"\"strongCompany values vs. actions\/strong - how to apply and promote your core values whenever dealing with the customer.\/lili \"=\"\" =\"\"=\"\" style=\"\" tve-droppable\"\"=\"\"><strong>Internal communication<\/strong> &#8211; enhancing experiences and driving co-operation between departments.<\/li>\n<li \"=\"\" =\"\"=\"\" style=\"\" tve-droppable\"\"=\"\"strongTime Management\/strong - optimization of time and priorities (yours, your team, other teams you work with).\/lili \"=\"\" =\"\"=\"\" style=\"\" tve-droppable\"\"=\"\"><strong>Objection management<\/strong> &#8211; how to say no constructively and effectively, maintaining positive relationships.<\/li>\n<\/ol>\n<p><span><img decoding=\"async\" alt=\"skill-digitali\" data-id=\"39118\" width=\"1024\" data-init-width=\"800\" height=\"512\" data-init-height=\"400\" title=\"skill-digitali\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/11\/skill-digitali.png\" data-width=\"1024\" data-height=\"512\" style=\"aspect-ratio: auto 800 \/ 400;\"><\/span><\/p>\n<p style=\"text-align: center;\"><strong>Duration<\/strong><\/p>\n<p \"=\"\" =\"\"=\"\" style=\"text-align: center;\" tve-droppable\"\"=\"\"Customer Culture Academy offers customized paths. Accordingly, they usually have a duration of strong3, 6 or 9 months\/strong.\/p\/divdiv style=\"\"p style=\"text-align: center;\"strongTestimonials\/strong\/p\/divdiv data-ct-name=\"Centered Image 05\" data-ct=\"testimonial-60544\" data-element-name=\"Testimonial\" style=\"\"div style=\"display: none !important\"\/divdiv style=\"\"\/divdiv style=\"\"div style=\"--tcb-col-el-width: 1078.01;\"div style=\"\"div style=\"\"divdiv style=\"\"div style=\"\"\/divdiv style=\"\"div style=\"\"spanimg alt=\"Salvatore D'Onofrio\" data-id=\"39319\" width=\"53\" data-init-width=\"150\" height=\"53\" data-init-height=\"150\" title=\"Salvatore D'Onofrio\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/11\/Salvatore-DOnofrio.jpg\" data-width=\"53\" data-height=\"53\" style=\"aspect-ratio: auto 150 \/ 150;\"\/span\/divdiv style=\"\"div style=\"\"\/divdiv style=\"\"div style=\"\"spanimg 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\/divdiv style=\"\"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\/div\/div\/divdiv style=\"\"h4 style=\"\" data-fontsize=\"15\" data-lineheight=\"22\"span style=\"\"Salvatore D'OnofriobrHead of Voice of the Customer, ING\/span\/h4\/div\/div\/div\/div\/divdivdivdiv style=\"\"div style=\"\"\/divdiv style=\"\"div style=\"\"spana href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/01\/Darko-Popovic.jpg\"img alt=\"Darko Popovic\" data-id=\"42772\" width=\"53\" data-init-width=\"100\" height=\"53\" data-init-height=\"100\" title=\"Darko Popovic\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/01\/Darko-Popovic.jpg\" data-width=\"53\" data-height=\"53\" style=\"aspect-ratio: auto 100 \/ 100;\" data-link-wrap=\"true\"\/a\/span\/divdiv style=\"\"div style=\"\"\/divdiv style=\"\"div style=\"\"spanimg 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\/divdiv style=\"\"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\/div\/div\/divdiv style=\"\"h4 data-fontsize=\"15\" data-lineheight=\"22\" style=\"\"span style=\"\"Darko Popovic\/spanspan style=\"\"\u200b\/span\/h4h4 data-fontsize=\"15\" data-lineheight=\"22\" style=\"\"span style=\"\"&nbsp;Leading AI adoption at Multitude Bank\/span\/h4\/div\/div\/div\/div\/divdivdivdiv style=\"\"div style=\"\"\/divdiv style=\"\"div style=\"\"spanimg 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\/divdiv style=\"\"div style=\"\"\/divdiv style=\"\"div style=\"\"spanimg 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\/divdiv style=\"\"p style=\"\"Paolo has combined strategic vision and great practical sense having extensively trained the Front Office team on soft, relational and communication skills.brIt's been an important moment of customer culture growth for our\/pp style=\"\"Customer Loyalty in Italy.\/p\/div\/div\/divdiv style=\"\"h4 style=\"\" data-fontsize=\"15\" data-lineheight=\"22\"span style=\"\"Ruggero CarpentierebrChief Customer Officer, Air Liquide\/span\/h4\/div\/div\/div\/div\/div\/div\/divdiv style=\"\"p style=\"text-align: center;\"strongWhere to start from\/strong\/p\/divdiv style=\"\"p \"=\"\" =\"\"=\"\" style=\"\" tve-droppable\"\"=\"\">This brief roadmap you can preview <strong>structure and main steps<\/strong> of a Customer Culture Academy program.Each step includes customized goals, topics and methodologies according to your specific needs.<\/p>\n<p><span><a href=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/09\/road-map-Customer-Culture-Academy-1.png\"><img decoding=\"async\" alt=\"road map Customer Culture Academy\" data-id=\"42106\" width=\"1078\" data-init-width=\"2012\" height=\"195\" data-init-height=\"364\" title=\"road map Customer Culture Academy\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/09\/road-map-Customer-Culture-Academy-1.png\" data-link-wrap=\"true\" data-width=\"1078\" data-height=\"195\" style=\"aspect-ratio: auto 2012 \/ 364;\"><\/a><\/span><\/p>\n<p style=\"text-align: center;\"><strong>Ask for the brochure\ud83d\udc47<\/strong><\/p>\n<p style=\"text-align: center;\"><strong>Customized and exclusive&nbsp;<\/strong><\/p>\n<p style=\"\">In <strong>2025<\/strong> Customer Culture Academy will be available just for <strong>two selected companies<\/strong>. This way I guarantee the utmost attention to any details, both during live sessions and online conversations.<\/p>\n<p style=\"text-align: center;\"><strong>Paolo Fabrizio<\/strong><\/p>\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<p style=\"text-align: center;\"><em>Digital Customer Service Consultant, Trainer, Author, Speaker.<\/em><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 17px;\">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)<\/span>.<\/p>\n<p style=\"text-align: center;\"><strong>Some client companies<\/strong><\/p>\n<p><span><img decoding=\"async\" alt=\"alcuni clienti\" data-id=\"35714\" width=\"321\" data-init-width=\"2374\" height=\"51\" data-init-height=\"378\" title=\"alcuni clienti\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/alcuni-clienti.png\" data-width=\"321\" data-height=\"51\" style=\"aspect-ratio: auto 2374 \/ 378;\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Spreading &#8216;customer culture&#8216; is key for any forward-thinking organization because: When it permeates beyond the typical customer facing departments, it dramatically improves both employee and customer experiences. Taking care of each digital conversation in detail allows you to consolidate and strengthen customer relationship over time, day by day. The answer to such needs is Customer [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-31660","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>Customer Culture Academy - 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\/customer-culture-academy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Culture Academy - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Spreading &#8216;customer culture&#8216; is key for any forward-thinking organization because: When it permeates beyond the typical customer facing departments, it dramatically improves both employee and customer experiences. 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Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. 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