Category: Customer Service

Paolo Fabrizio
July 5, 2022

Bad News? How Do You Inform Your Customer?

Inform your customer

Nobody wants to disappoint others. Nevertheless, there may be some situations where you know you do it because something unexpected happened. That’s the moment of truth since how you inform your customer can make or break the experience. Here’s a vivid example to inspire you.


Paolo Fabrizio
June 7, 2022

When Your Customer Service Staff Want To Leave [Video]

Happy Customer Service Staff

You have been leading a support team for some years you may expect sooner or later to have a turnover. In fact, some customer service staff may want to leave the company to pursue new career opportunities – and that’s normal. However if the churn rate grows and involves your best collaborators, it’s a sign…


Paolo Fabrizio
May 10, 2022

Why Phone and Live Chat Channels are Siblings

Phone and Live Chat

In the race for Digital Customer Service, many organizations have added new channels in the last few years. Some had set clear goals, others instead had ‘hoped’ that their assumptions came true. Unfortunately, most of the time they just didn’t. Today, after the pandemic rush towards digital channels, it’s time for many companies to sit…


Paolo Fabrizio
April 5, 2022

What Are Your Customer Relationship Values?

What Are Your Customer Relationship Values

Before you may think about money or ROI reading this title, let me set the record straight. I’m going to walk you to the next level which at first sight may seem less tangible, but it’s exactly the opposite. I’m talking about the link between your company culture and customer relationship values. Are you curious?…


Paolo Fabrizio
March 8, 2022

3 Digital Support Sore Points To Get Rid Of

Digital Support Sore Points

‘We’ve realized that we need to be more focussed on our customers’ needs.’ When I hear such an expression from some managers, I have to admit that I have mixed emotions. On one hand, I appreciate humbleness. On the other, I ask myself where did they live for the last 5 years? That’s why it’s…


Paolo Fabrizio
February 8, 2022

Less Social, More Customer Service Please

More Customer Service

While messaging and video are on the rise, social media is getting old. The main reasons? Time flies and most early adopters are not kids anymore, and youngsters prefer apps because they consider social media as boring. Such a shift in the last 2-3 years wasn’t nearly as fast though, from an organization’s standpoint. In…


Paolo Fabrizio
January 5, 2022

How Do You Hire Your Customer Service Team? [Video]

Did Your Hire The Right People For Your Customer Service Team?

Choosing the right people for your customer service team is vital. This is more true than ever, as the volume of digital conversations has soared in the last two years. Nevertheless, when it comes to hiring people, internally or externally, accuracy is often being underestimated; especially its direct impact on overall customer experiences. Therefore, once…


Jan Gordon
December 31, 2021

Curatti Best Articles of 2021 (And Happy New Year 2022!)

Happy New Year 2022 (And Thank You!)

2021 is finally over! While it was definitely better than its predecessor, I don’t suppose it met too many people’s hopes or expectations. I hope that some who read this were amongst the success stories. Please leave a comment if that describes you. We all love to hear good news! My prediction, for what it’s…


Paolo Fabrizio
December 7, 2021

Get Your Digital Customer Service Fit and Uniform

Digital Customer Service Fit

When we are not in good shape we avoid our mirror because we don’t won’t like what we see. Because we don’t want to face the truth: we maybe put on some unwelcome weight. I know that this is not a fair starting point, but as we’re just a few weeks away from Christmas, it’s…


Paolo Fabrizio
November 2, 2021

What You Need To Do To Bridge The Digital Customer Service Gap

Bridge The Digital Customer Service Gap

Yesterday evening I watched an old movie based on the strong bond between a teacher and his students. Their solid relationship was put in jeopardy due to a sudden change, a new teaching method. In fact, it had originated a dangerous tension between them. I won’t spoil the end of the story but I can…


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