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Paolo Fabrizio

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┬áretention. 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…


Bryan Goodwin

Website Advertising Is About To Change. Are You Ready?

Website advertising

Curatti note: This is an important and very timely piece by Bryan Goodwin. He tells stories of obnoxious sales tactics of days gone by, and likens them to modern day website advertising on the web. All ultimately leading to the obvious question: What is acceptable today? If you wish to skip past the history and…


Paolo Fabrizio

4 Sentences That Make Your Customers Mad

4 Sentences that make your customers mad:Happy Your Customers

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…