Post by account_disabled on Feb 27, 2024 4:03:27 GMT -5
We talked about social customer service a few months ago, but the revolution that Paolo Fabrizio wrote about is still very current and often unknown to companies and entities that interact with the public almost daily, both in the virtual world and in the real one. . For this reason, we decided to go directly to the "source of knowledge" and, in a very pleasant telephone interview, we "interrogated" Paolo Fabrizio, author of the book "The revolution of Social Customer Service" and expert in customer service via social media . Social customer service book Hi Paolo, first of all thank you for agreeing to answer our questions. Let's start with you: could you tell us a little about how your work was born, what is your professional background? Thanks to you. Sure, so how do I get to customer service? I come here after having worked for over 16 years as a call center employee.
In my previous history I was lucky enough to participate in the start-up of the Panama mobile number list first telephone insurance company first, and then online later, and today known by the name of Direct-Line. During these years I have had the opportunity to cover many different roles always in the customer service field and after a short period dedicated to sales I dealt with back office, debt collection, legal disputes... all activities that put me to the test and gave me the opportunity to have contact with many different customers, helping to build my solid background in the world of customer service . Add the fact that in the 90s I participated in the birth of one of the first insurance call centers and I saw all the dynamics that initially led to a distrust on the part of customers towards the call center, then the explosion of calls center, while today we see the crisis of this telephone contact channel. In the last years of my activity in the insurance world I became passionate about social networks because I realized that not only were they already used as excellent marketing tools, but they would become a new call center.
Tha fact for about ten years now it has been a consolidated reality both in England and in the United States and, for about ten years, things have also been moving in Italy. So I just capitalized on my experience in the world of customer service, adding skills from the world of social media and became a consultant in the field of social customer service. So it's an experience that was born in the field with traditional means, even if innovative at the time, and then refined and specialized in social customer service, right? Exact. I'll make a small aside: to do social customer service well - that is, help companies do it well - you can't just know social networks, but you must also know the company/customer dynamics well . If you don't know this you will do damage with customer service. So, in fact, how much has more traditional customer service helped you in applying in social networks? If I had to say it in percentages I would say that, given 100% of my expertise, 70% is my previous experience in traditional customer service.
In my previous history I was lucky enough to participate in the start-up of the Panama mobile number list first telephone insurance company first, and then online later, and today known by the name of Direct-Line. During these years I have had the opportunity to cover many different roles always in the customer service field and after a short period dedicated to sales I dealt with back office, debt collection, legal disputes... all activities that put me to the test and gave me the opportunity to have contact with many different customers, helping to build my solid background in the world of customer service . Add the fact that in the 90s I participated in the birth of one of the first insurance call centers and I saw all the dynamics that initially led to a distrust on the part of customers towards the call center, then the explosion of calls center, while today we see the crisis of this telephone contact channel. In the last years of my activity in the insurance world I became passionate about social networks because I realized that not only were they already used as excellent marketing tools, but they would become a new call center.
Tha fact for about ten years now it has been a consolidated reality both in England and in the United States and, for about ten years, things have also been moving in Italy. So I just capitalized on my experience in the world of customer service, adding skills from the world of social media and became a consultant in the field of social customer service. So it's an experience that was born in the field with traditional means, even if innovative at the time, and then refined and specialized in social customer service, right? Exact. I'll make a small aside: to do social customer service well - that is, help companies do it well - you can't just know social networks, but you must also know the company/customer dynamics well . If you don't know this you will do damage with customer service. So, in fact, how much has more traditional customer service helped you in applying in social networks? If I had to say it in percentages I would say that, given 100% of my expertise, 70% is my previous experience in traditional customer service.
