Customer Service Culture [EN]

Paolo Fabrizio
  • 5.0 (3)
  • MANAGEMENT

Welcome to Paolo Fabrizio's podcast show about Digital Customer Service. Read more on https://customerserviceculture...

  1. JAN 13

    #49 5 elements of a winning Customer Culture path

    A growing number of companies have started considering Customer Culture (CC) as a priority. But how can they enhance it, internally and externally? Paolo Fabrizio unveils 5 key ingredients from his successful Customer Culture Academy. Listen and share this episode in your organization.

    16 min

  2. 11/04/2025

    #48 Are you an emotionally intelligent manager?

    If you're a customer service manager, being emotionally intelligent is the super skill you need to strengthen day by day in every conversation you have - in person or digital they be. Paolo Fabrizio shares two hands-on scenarios. Do any of them sound familiar to you?

    18 min

  3. 10/08/2025

    #47 Protect your customer service team from time theft

    Time theft or withdrawal is an issue affecting many customer service teams' productivity and relationships. Nevertheless it often has silent symptoms...that's why Paolo Fabrizio shares an eye-opening example taken from his recent training & up-skilling sessions.

    14 min

  4. 09/09/2025

    #46 What you do when the customer reaches the CEO?

    In customer service it’s normal getting some complaints. What happens instead if the customer vents his frustration towards your top management or even the CEO? Paolo Fabrizio shares a case example where many departments worked together, but...[🎧 listen more]

    19 min

  5. 07/14/2025

    #45 The new balance after a rollercoaster AI year

    Especially in customer service operations, some organizations are changing their approach after experiencing a rollercoaster AI year. Because they have now more mature visions and goals. Listen to Paolo Fabrizio's insights and...two missing links!

    18 min

  6. 06/18/2025

    #44 Customers see internal communication issues

    Customers notice what's not working well inside. Paolo Fabrizio shares an eye-opening case of how internal communication issues reflect themselves externally.

    19 min

  7. 05/20/2025

    #43 Avoid these slippery conversational hiccups

    Most customers are excellent service assessors because they detect any conversational hiccups and take them into account within their experience. Paolo Fabrizio share two case examples that occurred both in person and over digital support channels. Read full article here >>

    17 min

  8. 04/23/2025

    #42 Why you need more thinking customers

    What do Charlie Chaplin and AI allucinations have in common? As Gen AI is re-shaping customer service models you need more thinking customers. Listen to this eye-opening episode thru Paolo Fabrizio's voice. Read full article here >>

    22 min
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Welcome to Paolo Fabrizio's podcast show about Digital Customer Service. Read more on https://customerserviceculture...

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