エピソード

  • #51 Assumptions that silently kill customer experiences

    #51 Assumptions that silently kill customer experiences
    2026/03/11
    Picture this: 2 teams of the same company are working together. All of a sudden, a lack of information generates extra delivery times, efforts and costs...why did it happen and how can you prevent it? Paolo Fabrizio reponds sharing a first hand case example.
    続きを読む 一部表示
    16 分
  • #50 Set up your digital customer service priorities now

    #50 Set up your digital customer service priorities now
    2026/02/10
    As a manager you have to make more and frequent decisions than ever. That's why setting up customer service priorities has become a critical skill: Paolo Fabrizio shares an eye-opening case where two postponed key decisions led to a pricy consequence.
    続きを読む 一部表示
    17 分
  • #49 5 elements of a winning Customer Culture path

    #49 5 elements of a winning Customer Culture path
    2026/01/13
    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.
    続きを読む 一部表示
    16 分
  • #48 Are you an emotionally intelligent manager_

    #48 Are you an emotionally intelligent manager_
    2025/11/04
    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?
    続きを読む 一部表示
    18 分
  • #47 Protect your customer service team from time theft

    #47 Protect your customer service team from time theft
    2025/10/08
    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.
    続きを読む 一部表示
    14 分
  • #46 What you do when the customer reaches the CEO?

    #46 What you do when the customer reaches the CEO?
    2025/09/09
    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]
    続きを読む 一部表示
    19 分
  • #45 The new balance after a rollercoaster AI year

    #45 The new balance after a rollercoaster AI year
    2025/07/14
    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!
    続きを読む 一部表示
    18 分
  • #44 Customers see internal communication issues

    #44 Customers see internal communication issues
    2025/06/18
    Customers notice what's not working well inside. Paolo Fabrizio shares an eye-opening case of how internal communication issues reflect themselves externally.
    続きを読む 一部表示
    19 分