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.
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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.
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The program includes:
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6 weeks x 2 hours per week = 12 hours
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Groups of maximum 10 participants
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Open, positive and productive discussions
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Live sessions of topics learnings, practical exercises and discussions on real life use cases .
- Diagnosis of existing problems and implementation of best practices
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The results:​
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Gain confidence, learn how to set boundaries and interact with your customers.
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Discover repeatable step-by-step processes to help balance the need of your customers and your business
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Maximize your likelihood to maintain customer loyalty and satisfaction
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Increase revenues through account growth and new customer acquisition.
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Total Investment: $520
Agenda
Session #1
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Driving customers to success
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Defining Customer Success
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A day in the life of your customers
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Customer success vs. customer satisfaction
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Building authentic relationships with your customers
Session #2
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Working better (not harder) with your customers
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Setting expectations & managing unrealistic expectations
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Getting to know your customer
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Preparing for your 1st meeting
Session #3
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Managing the day to day of customer interactions
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Better customer communications
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Meetings: before, during & after
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Best practices for writing emails
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The importance of actionable insights & super start status
Session #4
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Handling difficult customers
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5 types of customers and how to communicate with each
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Setting boundaries: Is it ever ok to say NO?
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Handling crisis situations
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Restoring customer confidence
Session #5
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Continuous improvement
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Making customer complaints work for you
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Ineffective customer tactics: the dos and don'ts
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How to surprise and delight your customers
Session #6
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Use cases and practical exercises
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Customer Use Cases - prioritizing customer work, managing difficult conversations, resolving crisis situations
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Stakeholder Management - involving decision makers and company executives