CSM Practice - The Customer Success Podcast

Mastering Difficult Conversations: Secrets to Handling Tough Customers

Feb 23, 2024
Guest
Iffat Bar-kol Grecht
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.
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Episode notes
1
Introduction
00:00 • 3min
2
Navigating Communication Patterns in Team Dynamics
02:48 • 3min
3
Navigating Difficult Conversations with Clients
06:02 • 10min
4
Effective communication through validation and transitioning
15:32 • 2min
5
Navigating Difficult Conversations with Authenticity and Care
17:37 • 3min