Articles by Paolo Fabrizio

Paolo Fabrizio
March 3, 2020

The Winning Link Between Customer Service and Marketing

The Winning Link Between Customer Service and Marketing

If you have worked within companies, you know that one of the most common issues is lack of internal communication. Departments tend to become clam-like when it comes to sharing information with colleagues not belonging to the same ‘tribe’. Having personally experienced such situations, I have noticed that the more departments become silos, the more…


Paolo Fabrizio
February 4, 2020

Is Your Customer Service Addicted to KPI?

There's More To Customer Service Measurement Than KPI

‘Metrics, metrics, metrics’. That’s one of the most common refrains when it comes to measuring the effectiveness of customer service. This golden rush towards the the best one(s) has even increased with the spread of support thru digital channels. What shall we measure? How often? What can we do to improve results? That’s causing a…


Paolo Fabrizio
January 7, 2020

Customer Service Failures: From Hello to Hell No!

How To Avoid Customer Service Failures

After this festive season, we are ready to get on with the new year. Despite our usual good intentions ‘I want to be more friendly, helpful or patient’, our daily routine soon brings our feet back on the ground. That will surely happen when you need to get in touch with the customer service of…


Paolo Fabrizio
December 3, 2019

How To Use Digital Customer Service To Make Business Alliances

Use Digital Customer Service To Build Business Alliances

‘Tool’ is definitely one the most frequently used terms in Digital Customer Service. But it is overvalued. Actually it’s just part of the solution. In fact, even though tools are very important, they are not enough to deliver excellent and consistent customer experiences. The other missing ingredient? People soft skills, meaning those who daily interact…


Paolo Fabrizio
November 5, 2019

The Power of Conversations in Digital Customer Service

The Power of Conversations in Business

‘A picture is worth a thousand words’. This is true. But when it comes to having conversations with customers, words do count! In fact what you say and how you say it can make or break the whole customer experience. Therefore, it has become crucial for all businesses to train highly skilled customer service assistants.…


Paolo Fabrizio
October 1, 2019

What Will You Do When Your Customer Screws Up?

What Will You Do When The Customer Screws Up?

Nobody’s perfect – neither you nor your customers. In fact, sometimes even the most admired brands make customer service mistakes. But they typically have the ability to turn such pitfalls into great customer experiences. In this article though I’m going to focus on the other side of the coin: helping you fix issues that you…


Paolo Fabrizio
September 10, 2019

Approach Your Customer Service Like a Moon Landing

Approach Your Customer Service Like a Moon Landing

Happy September! That’s the time when vacations become fading memories and we need to focus to reach our yearly goals. It’s also the best time to make changes in order to improve your customer service. As a customer, I’m sure you’ve already experienced something similar reading the following three phrases: ‘It was not really bad,…


Paolo Fabrizio
August 6, 2019

Why The First Customer Service Impression Matters

First Customer Service Impression

When it comes to customer service there’s a lot of talk about strategies and tools. Even though they are essential to delivering a seamless omnichannel experience, there is another aspect to be considered: the quality of conversations. Taking care of each one of them is paramount in order to let the customer love your brand.…


Paolo Fabrizio
July 2, 2019

The Cultural Shift Towards Digital Customer Service

Corporate Culture Shift

Customers have become digital, using social and messaging apps to chat with friends, family and businesses. When it comes to getting support, they’re ‘fast and curious’ because they expect brands to deliver real-time solutions. That’s a demanding challenge for many companies – especially those who haven’t valued the role played by customer service in the…


Paolo Fabrizio
June 4, 2019

How to Harness Digital Customer Service in Your Organization

Digital Customer Service Strategy

Last week I had the chance of speaking about digital customer support at 3 conventions, here in Italy. Audience sizes were different one from the other, as well as the industries represented by managers. There was though, one aspect that all attendees had in common: they were hungry for solutions. In fact one of the…


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