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Paolo Fabrizio

Why Your Customer Support Needs To Be More Proactive

Proactive Customer Support

Like it or not, we live in a world where speed matters. As customer support conversations flow more and more over digital channels, it’s no wonder that saving or wasting time makes a huge difference. That’s why smart organizations have realized that being proactive is key to delivering excellent customer experiences consistently. So how can…


Nathan Sykes

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

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…