Whenever you need to deal internally with other departments to handle a customer query, here are the consequences if you don't close the loop. Full article here >>

Out there too many voices are asking for customer's attention, time and money. Here's how you can stand out becoming the number one customer's choice. Full article here >>

I have finished delivering a 5-month customer service training path for a french client company. On the very last session I delved into a specific topic, also known as second line of support. Since that’s still a pain point for many companies I share experiences and actionable tips.
Full article on CustomerServiceCulture.com >>

Many companies have set up their corporate values, but there's often a gap between them and how customers perceive them. These 3 laser focus questions will help you deep dive into your current state of the art. Full article here >>

Paolo Fabrizio tells about an important lesson learnt back in 1995 and why it is still relevant. Because 'timing' in your digital customer conversations is key, today more than ever. Read full article >>

Since experiences speak louder than words, I tell you about my recent training sessions that I've held for various customer service teams. The reason why? I gave them tons energy and information, but I also learnt a lot from them. Read full article >> http://bit.ly/3UFJnKb

What are you doing to prevent your support agents burnout? How do you timely detect the first dangerous symptoms? In this episode Paolo Fabrizio shares 3 actionable tips. Read full article >> https://bit.ly/3eOHStg

If you build a thriving workplace for your employees you'll have happy customers. In this podcast I've interviewed Sarah Metcalfe providing great insights about how to achieve such a crucial goal.
Read full article >> https://bit.ly/2CCzg5w

In this podcast I host Martin Hill-WIlson, customer service expert, talking about how social networks, Apps and chat bots are dramatically changing CS. Enjoy this special episode.

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Read full article here: http://bit.ly/Podcast-17ENG

In this episode Paolo Fabrizio interviews Dean McCann founder of HelpHandles, a platform that analyzes brands customer support performances on Twitter.

Read full article here: http://bit.ly/HelpHandles