Mastering Difficult Conversations: Secrets to Handling Tough Customers

CSM Practice - The Customer Success Podcast

As we know, being a customer success manager isn't always a smooth ride – challenges arise, especially when dealing with difficult conversations.
In this episode, we'll unravel the secrets to handling those hard conversations like a true pro. Joining us is our special guest, Iffat Bar-kol Grecht, Co-Founder at Focus Leadership.
Are you ready to unlock the power of effective communication? Join us as we dive into:
• The importance of establishing safety in conversations.
• The role of care and kindness in building trust with clients.
• Strategies to reconstruct conversations for better outcomes.
• The art of creating a mutual agenda and proposing solutions.
Our conversation will leave you with valuable takeaways that you can implement immediately. Remember, the key to successful customer relationships lies in effective communication. So, if you're seeking to enhance your customer success skills and transform those difficult dialogues into opportunities for growth, this podcast episode is your guiding light.
Don't miss out on this chance to embark on a journey towards mastering the art of communication in customer success!
Watch the full episode here: https://youtu.be/iNogvoZodvQ
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Additional Resources:
📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3HAtU9h
📑 Blog: The Magic of Cross-Functional Communication in Customer Success
https://bit.ly/3Sy1CCx
🎥 Video: Why Automating Customer Conversations is a Productivity 🆙 Game Changer
https://youtu.be/2o_oCVX2R-Y
🎥 Video: From Good to Great: Elevating Your CSM Customer Conversations with AI
https://youtu.be/5FEqJFNh-bY
🎥 Video: How to Handle a Price INCREASE Conversation with a Customer during RENEWALS
https://youtu.be/dYMSSF3vAGc

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Capitoli

1. Intro (00:00:00)

2. Takeaway (00:01:53)

3. CSM Challenges (00:02:48)

4. Coaching CSMs (00:06:39)

5. Care & Kindness (00:09:05)

6. Building Trust (00:11:11)

7. Effective Conversations (00:17:41)