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Paolo Fabrizio

Get Ready For a Blended Customer Service Model

The Blended Customer Service Model

Like it or not, few workers around the world will be going back to their offices full time anytime soon. Some, however, will go in once or twice a week with the rest of the days spent working remotely. Since we do not know how long this ‘hybrid situation’ will remain, we’d better act as…


Paolo Fabrizio

Deal With The Unexpected to Elevate Customer Service Standards

Elevate Customer Service Standards

“Ok, we’re all set to go.” Then, suddenly. something happens and it ruins your plans. Of course, that’s not nice but that’s life and it’s up to you to face the issue and then get it fixed. Easier said than done though, especially when it comes to providing support to your customers regardless of the…


Paolo Fabrizio

Why Digital Customer Service Is Like a Wave

Digital Customer Service Is Like a Wave

Imagine you’re on a sandy beach entering the water. Suddenly you spot a big wave coming towards you and you must rapidly choose between two options: surfing the wave or being pushed away by its force. What we’ve seen in customer service during these last 3 months is the rise of a huge wave of…


Paolo Fabrizio

How To Use Digital Customer Service To Make Business Alliances

Use Digital Customer Service To Build Business Alliances

‘Tool’ is definitely one the most frequently used terms in Digital Customer Service. But it is overvalued. Actually it’s just part of the solution. In fact, even though tools are very important, they are not enough to deliver excellent and consistent customer experiences. The other missing ingredient? People soft skills, meaning those who daily interact…


Paolo Fabrizio

The Power of Conversations in Digital Customer Service

The Power of Conversations in Business

‘A picture is worth a thousand words’. This is true. But when it comes to having conversations with customers, words do count! In fact what you say and how you say it can make or break the whole customer experience. Therefore, it has become crucial for all businesses to train highly skilled customer service assistants.…


Paolo Fabrizio

Customer Service is The Art: Are You Shaping Yours?

Customer Service Is The Art

‘Hi Paolo, can I tell you about the problem that I had with @namebrand? I’ve reached them via email, phone, and Messenger but they just let me down’. I receive such notes from many frustrated customers. Some of them are peers, others are clients. Guess what they all have in common? They’re looking for good…


Paolo Fabrizio

Customers Use Social To Cut The Double Waiting Time

Don't Make Your Customers Wait For Customer Service

Last week, I met the customer service team of an insurance company. I showed them a road map to help them integrate social networks effectively. They need to embrace Social Customer Service because an increasing number of customers ask for information and support thru Facebook and Twitter. As you can imagine, I had to answer…


Jan Gordon

Curatti Best Articles of 2018 – Part One

Curatti Thank You

How has 2018 changed things for you? Have the trends so boldly proclaimed in last year’s forecast articles come to fruition? Have you decided to take a new direction for any reason? (Please tell us in the comments section!) For us, the year was over far too quickly – like a blur. We cut back…


Paolo Fabrizio

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…


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…


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