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Paolo Fabrizio

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


Paolo Fabrizio

The First Thing To Do Before Social Customer Service

Before Social Customer Service, do this first

‘Do, do, do’. ┬áThis is not a song. It’s a common approach though for many brands, assuming that the more they do the better business results they’ll get. The bad news is that this equation is not necessarily effective. In fact, as we live in a fast-paced, competitive world, taking smart and innovative decisions and