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CSM Practice - The Customer Success Podcast
Mastering Difficult Conversations: Secrets to Handling Tough Customers
Feb 23, 2024
Learn how to handle difficult conversations with clients in customer success management, emphasizing the importance of creating a safe environment, care, and kindness. Discover strategies to reconstruct dialogues and propose solutions, aiming to enhance communication skills for successful customer relationships. Dive into the art of validation, transitioning, and authenticity in conversations to build trust and resolve conflicts effectively.
20:29
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Quick takeaways
- Establishing safety in conversations is key to productive client interactions.
- Showing care, empathy, and proposing practical solutions enhances client relationships during difficult conversations.
Deep dives
Handling Difficult Conversations with Clients
Customer success managers often encounter challenging conversations with clients, which may not always be handled optimally. To address this, providing coaching to CSMs is essential. The podcast introduces a framework for managing these tough client discussions, emphasizing the long-term nature of client relationships and the mutual responsibility in facilitating and evaluating them.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode