Episodes

  • #53 Getting manager and team up-skilled together

    #53 Getting manager and team up-skilled together
    May 5 2026
    Some organizations just focus on short term trainings with partial results. Others instead get both the manager and their team up-skilled together: Paolo Fabrizio share the pros and cons of them with real case examples.
    Show More Show Less
    12 mins
  • #52 Towards a successful Customer Culture evolution

    #52 Towards a successful Customer Culture evolution
    Apr 7 2026
    If you want to achieve tangible outcomes, setting up and execute an Customer Culture evolution plan is key. Paolo Fabrizio starts from 2 common sentences beccause underneath each fo them, what's being unsaid tells more about theit current Customer Culture needs.
    Show More Show Less
    14 mins
  • #51 Assumptions that silently kill customer experiences

    #51 Assumptions that silently kill customer experiences
    Mar 11 2026
    Picutre 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.
    Show More Show Less
    16 mins
  • #50 Set up your digital customer service priorities now

    #50 Set up your digital customer service priorities now
    Feb 10 2026
    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.
    Show More Show Less
    17 mins
  • #49 5 elements of a winning Customer Culture path

    #49 5 elements of a winning Customer Culture path
    Jan 13 2026
    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.
    Show More Show Less
    16 mins
  • #48 Are you an emotionally intelligent manager?

    #48 Are you an emotionally intelligent manager?
    Nov 4 2025
    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?
    Show More Show Less
    18 mins
  • #47 Protect your customer service team from time theft

    #47 Protect your customer service team from time theft
    Oct 8 2025
    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.
    Show More Show Less
    14 mins
  • #46 What you do when the customer reaches the CEO?

    #46 What you do when the customer reaches the CEO?
    Sep 9 2025
    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]
    Show More Show Less
    19 mins