Difficult Conversations in Customer Success Difficult Conversations in Customer Success
SIA Coaches
Senior Director of Customer Success
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Vice President of Customer Success
Socio
  • Description
  • Course Syllabus
  • Coach Information
About This course
This course will provide CSMs with the tools to expand their knowledge and skills in navigating difficult conversations. Learners will practice conversation management to increase their confidence in maintaining a trusting and productive relationship with their clients. This course will begin by uncovering the challenges CSMs encounter in their conversations, present a strategy to develop a shared success plan, demonstrate actions to take to mitigate the challenges, and identify measurements to review success.

This course has been designed for anyone in CS who is working directly with customers and would like to gain more confidence in having difficult conversations both with external clients and within their own organization.

What impact this course will have
  • Develop a foundational knowledge of the skills needed to navigate a difficult conversation
  • Discuss the impact research has on developing a shared success plan
  • Demonstrate questioning techniques that challenge the customer
  • Discover how to plan for continued success and celebrate wins
Course Syllabus
October 11 2022
1/4
Class 1 | The Building Blocks of Difficult Conversations

 

By the end of this class, you will be able to…

  • Define what qualifies as a difficult conversation
  • Identify three root causes of difficult conversations
  • Develop the skills necessary for clarifying the core problem
October 13 2022
2/4
Class 2 | Developing the Framework for a Shared Success Plan

 

By the end of this class, you will be able to…

  • Describe the importance of having a shared success plan
  • Summarize the purpose for conducting research
  • Prepare a clearly defined problem statement
  • Recognize the role confidence plays in communicating with the customer
October 18 2022
3/4
Class 3 | Taking Action to Mitigate the Challenge

 

By the end of this class, you will be able to…

  • Discover pushback for common challenges
  • Interpret the effect the shared success framework has on approaching the challenge
  • Use questioning to challenge the customer
October 20 2022
4/4
Class 4 | Measuring for Success

 

By the end of this class, you will be able to…

  • Distinguish what qualifies as success
  • Explain how to validate success with the customer
  • Plan for long-term success and celebrate the win
Coach Information
Senior Director of Customer Success
Get Inclusive
Ashley is a Customer Success Leader with 15+ years of experience building and developing Customer Success Teams.  She has a proven reputation as a driven, creative, outcomes focused leader that specializes in hiring the top talent, increasing effici...
Vice President of Customer Success
Socio
Paul Piazza has more than two decades of Customer Success experience, with expertise in scaling Public and Private domestic and international Customer Success teams. What sets me aside from other Customer Success Professionals is the combination of a...