Category: Customer Service

Paolo Fabrizio
December 4, 2018

Focus on People to Support Your Customers

Focus On People: Turn Customers' Frowns Into Smiles

Last week, I hosted a live Q&A on behalf of a client where I video-answered their colleague’s questions about Digital Customer Service. It’s not the first time that I have done it, but it’s always exciting dealing ‘live’ with questions that you don’t know in advance. In this case, my customers were the participants of


Susan Gilbert
November 20, 2018

12 Tools To Improve Business Communication, Twitter, and Websites

Business Communication, Twitter and Interactive Website Toolss

The following is made up of 3 “Monday Tips” articles, each of which talks about 4 helpful tools and resources around a specific area of your business. Today, the subjects are: Improve your business communication Attract more Twitter followers Make your website more interactive Improve Your Business Communication & Reach With These 4 Tools 1)


Paolo Fabrizio
November 6, 2018

Why You Can’t Do Without The 3 Customer Service Pillars

Customer Service Pillars

You can’t fake customers. When they ask for support, they quickly realize whether the customer service they’re dealing with is rock solid or shaky. The difference is entirely relevant, since a rising number of people switch to a competitor after just one negative experience. So, in this article, you will learn about the three customer


Paolo Fabrizio
October 9, 2018

How To Turn Customer Conversations Into Sales Opportunities

Good Customer Conversations Make For More Sales Opportunities

Our relationships are based on conversations and actions. Regardless as to whether they are personal or professional, we need to walk the talk if we want to build and nurture them. If we don’t, we may lose those relationships. When it comes to customer service, what we say, how we say it and what we


Nathan Sykes
September 12, 2018

How to Respond to Happy and Unhappy Customers on Social Media

Respond to Happy and Unhappy Customers on Social Media

Social media has transformed both customer service and marketing. Customers now use platforms like Twitter and Facebook both to complain about companies and to compliment them. Some businesses see social platforms as just a potential problem — a source of public customer complaints against them. The companies that get ahead are those that instead see


Paolo Fabrizio
September 11, 2018

Hey, Do You Use WhatsApp in your Customer Service?

WhatsApp For Customer Service

I had heard rumors about it last November at the Customer Service Summit in New York, but now it’s confirmed: WhatsApp has officially announced the launch of their long-awaited business API. In this article, you’ll find out why this is going to be a game changer for many businesses and how you may take advantage


Paolo Fabrizio
August 6, 2018

Don’t Let Constraints Kill Customer Service

Don't Let Constraints Kill Customer Service

“I wish I could, but unfortunately I can’t…”. That’s the typical sentence that expresses a sense of frustration. Did you ever utter these words? Well, in the past I did it more than once. Today I hear many people saying similar things – whether they refer to their life or their jobs. As a consultant, I


Paolo Fabrizio
July 9, 2018

5 Customer Service Trends You Shouldn’t Miss

5 Important Customer Service Trends

Yesterday, I asked Milan Malpensa airport for some information because my mom will travel soon and needs special assistance. As I wanted a quick response, I used Twitter because they provide support thru the account @MiAirports. I have to say that it was great! In just 6 minutes I got their answer avoiding any ‘waiting


Meredith Wood
June 26, 2018

11 Types of Difficult Customers and How to Handle Them [Infographic]

Difficult Customers

To state the blindingly obvious, your business is nothing without customers. Every interaction a customer has with a business comes helps that customer decide their attitude towards the business. These interactions include: The actual product or service that the business is based on The advertising that the customer is exposed to – whether on social media or


Paolo Fabrizio
June 4, 2018

From Bad to Great Conversations With Customers

How To Up Your Conversations With YOUR Customers

The words that we use can make or break a conversation. In fact timing, context and tone of voice play a crucial role in driving sentiment. When it comes to customer service, digital channels are useful but not enough themselves to have smooth, effective communications. How does that actually happen? How can we leverage conversations


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