top of page
Image by Scott Webb

Customer Success

Master Program

Goals of the Program

In this program, I will guide you to develop the skills, perspectives and communication technics needed to become a trusted advisor, provider and/or consultant. You will learn to approach any customer situation with confidence, curiosity, and a consistent communication styles to effectively prove your value to your customers.

​

In return, your customers will feel supported and confident in their work with you, releasing any stress or anxiety that is interfering with a productive, positive and meaningful working relationship.

​

The program includes:

  • 6 weeks x 2 hours per week =  12 hours

  • Groups of maximum 10 participants

  • Open, positive and productive discussions

  • Live sessions of topics learnings, practical exercises and discussions on real life use cases .

  • Diagnosis of existing problems and implementation of best practices

​​

The results:​

  • Gain confidence, learn how to set boundaries and interact with your customers.

  • Discover repeatable step-by-step processes to help balance the need of your customers and your business

  • Maximize your likelihood to maintain customer loyalty and satisfaction

  • Increase revenues through account growth and new customer acquisition. 

​​​

​

Total Investment: $520

Agenda

Session #1

​

Driving customers to success

  • Defining Customer Success

  • A day in the life of your customers

  • Customer success vs. customer satisfaction 

  • Building authentic relationships with your customers

Session #2

​

Working better (not harder) with your customers

  • Setting expectations & managing unrealistic expectations

  • Getting to know your customer

  • Preparing for your 1st meeting

Session #3

​

Managing the day to day of customer interactions

  • Better customer communications

  • Meetings: before, during & after

  • Best practices for writing emails 

  • The importance of actionable insights & super start status

Session #4

​

Handling difficult customers

  • 5 types of customers and how to communicate with each

  • Setting boundaries: Is it ever ok to say NO?

  • Handling crisis situations 

  • Restoring customer confidence

Session #5

​

Continuous improvement

  • Making customer complaints work for you

  • Ineffective customer tactics: the dos and don'ts

  • How to surprise and delight your customers

Session #6

​

Use cases and practical exercises

  • Customer Use Cases - prioritizing customer work, managing difficult conversations, resolving crisis situations

  • Stakeholder Management - involving decision makers and company executives

Program Registration

Expert Program
Expert Program
Starting March 4th, 2022
via Zoom
Program Registration
bottom of page