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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
Tuesdays, June 1st - July 6th 2021
via Zoom