{"id":43067,"date":"2026-02-25T09:37:04","date_gmt":"2026-02-25T08:37:04","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=43067"},"modified":"2026-02-25T09:37:06","modified_gmt":"2026-02-25T08:37:06","slug":"when-the-up-skilling-journey-comes-to-an-end","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/when-the-up-skilling-journey-comes-to-an-end\/","title":{"rendered":"When the up-skilling journey comes to an end"},"content":{"rendered":"

“Since it’s the last session of this intensive up-skilling journey, I want you to know that I did appreciate your commitment from the very first workshop and I’m proud of the results that you have achieved…” <\/em>That’s what I said last Wednesday kicking off the last leg of my Customer Culture Academy, after working with a client company for 3 months. An then, what happens after completing such a compelling path?<\/p>\n

What we have done together<\/strong><\/h2>\n

Firstly, let me provide you with a full context. This international client company hired me because they had a specific goal: getting every department aligned with a common, homogenous customer-centric approach. Therefore after listening to their pain points, needs and acquiring all relevant information, I designed and delivered a tailored version of my Customer Culture Academy<\/em> to engage managers belonging to various departments (customer service, internal sales, branches, marketing, IT). In particular, this evolving path<\/strong> was based on the following key topics – aka areas of improvement:<\/p>\n

    \n
  1. Embracing a customer centric mindset<\/em> – what does it mean and what’s the ultimate goal for the company you’re working in.<\/li>\n
  2. Stakeholder management<\/em> – the common values to start from, potential frictions to prevent and opportunities to enhance communication with the end customers, as well as with other departments, sales branches and vendors.<\/li>\n
  3. Cross-functional collaboration<\/em> – promoting and enhancing a ‘no silos’ working approach regarding core activities such as conversations, tools and processes.<\/li>\n
  4. Time Management<\/em> – how to optimize tasks and interactions both with internal and external customers, defending top daily priorities from interferences.<\/li>\n
  5. Objection and negotiation<\/em> – how to say ‘no’ constructively and effectively during digital conversations, calls or meetings, maintaining positive relationships with customers and colleagues.<\/li>\n<\/ol>\n

    \ud83d\udca1 Here you can learn more here about critical skills on the rise<\/a>.<\/p>\n

    What’s next after completing this path?<\/strong><\/h2>\n

    The day after the end of this up-skilling path had to be a different one for all participants. In fact they were assigned a meeting with this task: ‘planning & commitments’.<\/em> In a nutshell, participants set up an action plan<\/strong> that they start executing the first day after completing the Academy. Such an extension consists of both individual and department’s commitments and has a double goal: preventing participants to get back to old habits by letting them working and promoting Customer Culture towards the rest of the staff. Gradually and consistently.<\/p>\n

    Why this up-skilling journey was intensive<\/strong><\/h2>\n

    Essentially there are two main reasons. In fact 50% of each session time was dedicated to exercises and interactive<\/em> activities to let participants apply concepts into practice – simulating situations they deal with regularly. Moreover, we agreed to work with a weekly frequency in order to maintain high focus and concentration – during and after each workshop.<\/p>\n

    \"Customer<\/a><\/strong><\/h2>\n

    Have great conversations.<\/p>\n

    P.S.<\/strong> Stay in the loop<\/a>.<\/p>\n

    Credit image: Unsplash.com.\u00a0<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

    “Since it’s the last session of this intensive up-skilling journey, I want you to know that I did appreciate your commitment from the very first workshop and I’m proud of the results that you have achieved…” That’s what I said last Wednesday kicking off the last leg of my Customer Culture Academy, after working with […]<\/p>\n","protected":false},"author":3,"featured_media":43098,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[899,985,791],"class_list":["post-43067","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customer-culture-academy","tag-manager","tag-upskilling"],"yoast_head":"\nWhen the up-skilling journey comes to an end - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"What happens after completing an up-skilling journey? 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