Articles by Paolo Fabrizio

Paolo Fabrizio
May 7, 2018

Going Digital? You Need a Customer Information Hub

Customer Information Hub

More and more customers are using digital channels to knock on brands’ doors because they want to get fast and effective replies to their queries. While some brands are already adapting to this new customer service scenario, others remain hesitant when it comes to investing in Digital Customer Service. On one hand, it is a


Paolo Fabrizio
April 3, 2018

The Story of a Schizophrenic Customer Experience

Schizophrenic Customer Experience

A couple of weeks ago, I got an SMS informing me that my Telco provider could not charge my bill because my credit card had expired. So I immediately activated a new one. All I had to do let my Telco know my new credit card details. Easy thing, uh? Well it should be! But


Paolo Fabrizio
March 5, 2018

Stop Wasting Your Customer’s Time If You Want To Keep Them

Stop Wasting Your Customer's Time

Putting ourselves in our customer’s shoes is the best approach to serve them best. “Imagine that you need some information. You ask for it, but nobody answers. Also consider that you had paid that brand to get such information, but they just did not do it. So, how would you feel about that?”  I guess your


Paolo Fabrizio
February 5, 2018

3 Things To Know About A Customer Service Pilot

Customer Service Pilot

Are you planning to launch a new service or to integrate a new support channel? Well, before doing that, you’d better set a test phase during which you’ll get valuable feedback, insights and data. All of these results will enable you to wisely decide whether to ‘keep the new thing going’ or just abort it. So, what


Paolo Fabrizio
January 8, 2018

How To Manage Customer Service Triggers

Customer Service Triggers

A couple of weeks ago I met the customer service manager of a mid-sized company. He told me about their first pivotal attempt to deliver support thru digital channels, and why they’ve decided to quit after a short time. Guess what? They quit because they we’re receiving many complaints via live chat and Twitter. Now,


Paolo Fabrizio
December 4, 2017

Are You Making Your Customer’s Lives Easier?

Are You Making Your Customer's Lives Easier?

A few weeks ago I attended the Customer Service Summit in New York. One of the most highlighted topics was customer’s shift towards text-based channels (social networks, instant messaging apps and chat). So what are the consequences of this new habit? Simple and scary: customers have higher and higher expectations, and they easily become impatient


Paolo Fabrizio
November 6, 2017

The Secret of Effective Communication with Customers

Effective Communication,

Everything we say or write is an attempt to convey a message. We tend to think that we excel in effective communication. But, like it or not, most of the times we fail. This is essentially due to two reasons: We have used unclear language (technical words, jargon or ‘brandalese’) that our listener could not understand…


Paolo Fabrizio
October 9, 2017

What Happens If You Leave The ‘Why’ In Customer’s Hands

Don't Leave The 'Why' In Your Customer's Hands

“Why” is a word that tends to arise in most of our conversations, regardless the topic we’re discussing. It’s so important that Simon Sinek wrote a whole, wonderful book about it that I suggest you to read. When it comes to customer service, if you leave the whys in customer’s hands you’ll have then to deal with


Paolo Fabrizio
September 11, 2017

Why No News Is Not Good News In Customer Service

no news is not good news

When I started working about 20 years ago, a mantra was ‘we must avoid customer complaints.’ That was the first time I heard about customer retention. Today, working as a customer service consultant and trainer, I still see many companies trying to prevent complaints. But in the meantime, technology has dramatically changed customers’ behavior. In this


Paolo Fabrizio
August 7, 2017

How To Effectively Deal With Customer Rage

Ccustomer Rage

A couple of weeks ago I was on a train heading to Florence, Italy. Unfortunately we remained stuck inside a tunnel for over 2 hours. All of the passengers were stranded, as the train crew literally disappeared. Desaparecidos (that’s how we say it in Italy!). We could barely understand the ‘train voice’, which gave us


Next Page »