Module: Adapting your response to the context
Theme: Customer Service & Customer Success
This module can be followed independently or integrated into the overall journey dedicated to customer loyalty after a negative experience.
How to respond effectively to a disappointed customer, depending on their profile, situation, and specific expectations?
After a negative experience, not all customers react in the same way. This is why this module focuses on relational agility, a key lever for regaining trust and building lasting commitment.
Why take this module?
- ✔ To know how to adapt your communication to each context
- ✔ To learn how to quickly analyze customer types and their reactions
- ✔ To master personalized and impactful responses
- ✔ To become a key player in customer retention, even in tense situations
On the program:
- Three realistic interactive scenarios: test, adjust, progress
- An engaging final quiz: check your knowledge in a fun way
- A personalized and coached summary: record your learning and best practices
Ideal for Customer Success Managers who wish to develop high-level skills in emotional management, strategic adaptation, and recovery Post-incident.
Give your team the keys to transforming a disappointed customer into a convinced ambassador.
