October 9, 2017
What Happens If You Leave The ‘Why’ In 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…
September 11, 2017
Why No News Is Not Good News In Customer Service
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…
August 7, 2017
How To Effectively Deal With Customer 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…
July 10, 2017
Nobody Hears The Customer Screaming
I recently attended two major customer service events here in Italy. The first was ‘Chat Bots For Enterprise‘ which took place in Florence and it was mainly attended by software providers. The second one, ‘Customer day‘, was held in my home city, Milan. Many customer service directors of major brands gathered to tell about how they…
June 5, 2017
The Answer Is Customers: What Are The Right Questions?
Here’s the good news: commitment, perseverance and business acumen are essential to get new customers. Here’s the bad news: once you won them you need to use the same ingredients plus adding extra effort if you want to retain them! As business is based on the relationship between people, it is paramount to nurture them…
May 8, 2017
4 Sentences That Make Your Customers Mad
Sometimes innocent words ignite fires – especially if you work in a customer service environment. I guess you’ve heard of the mantra ‘just follow the rules’, right? So I ask you: what happens when the rules don’t work? After many years within companies, and now today as a customer service consultant, I can tell you…
April 14, 2017
Curatti On Air: Overcoming Social Customer Service Hurdles
Even though most people use social media every day, many brands are still reluctant to use it as customer support channels. That’s due to different reasons but – as a consultant – I’ve experienced three Social Customer Service hurdles, and I’ve turned them into questions for you in this post. At the end of it…
March 6, 2017
Use Social Customer Service To Nurture Your Business
For many years, customer service has been underrated. Most brands have considered it ‘a post-sales activity’ or worse ‘just a necessary cost’. This ignores the inner value of customer service for overall business. Well, if you still have this kind of approach in 2017, it is no wonder that you struggle to retain your customers! In this…
February 6, 2017
The Must-Have’s of a Social Customer Service Platform
‘Hey Paolo, what’s the best Social Customer Service platform for my business’? This is a question I often get asked that can not be answered with a tweet. In fact, by the time a brand is searching for a ‘digital dashboard’ to interact with different channels with customers, they should have already planned their overall customer…
January 8, 2017
How To Use Mobile for Social Customer Service
Happy new year to you all! The trend is clear. A growing number of CEOs are convinced that improving customer service has a direct, beneficial impact on business. However, when it comes to adopting digital tools in order to attract and retain customers, there’s still a lot to be done. That’s why I’m going to…
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