Customer loyalty after a negative experience
This e-learning course "Loyalty after a negative experience" will help you to better master this topic in a professional context.
This course aims to help you understand the strategic challenges of customer recovery.
The examples, scenarios and case studies are designed to be easily transposable into different professional contexts and types of organizations.
Prerequisites
No specific prerequisites are required to follow this course.
Target Audience
Managers, HR managers and employees concerned with the topic of "Retention after a negative experience".
Content
The course is structured into several complementary modules, combining theoretical input, practical exercises and interactive activities to facilitate the appropriation of concepts.
Training path
Customer loyalty: post-crisis challenges and effective strategiesAn essential module to transform a critical moment into a lever for sustainable customer trust.Through this engaging and introspective module, discover how to capitalize…An essential module to transform a critical moment into a lever for sustainable customer trust.
Through this engaging and introspective module, discover how to capitalize on an incident to strengthen the customer relationship. A negative experience can quickly undermine a customer's loyalty... but if managed well, it can change everything. This module helps you understand why and how to turn every delicate situation into a strategic opportunity for loyalty and reassurance.
✅ Ideal for Customer Success Managers looking to strengthen their posture and sharpen their relationship skills after a crisis.
✅ Can be taken independently or integrated into the complete e-learning path “Customer Service & Customer Success,” designed to develop relational excellence throughout the customer cycle.
In this module, you will:
- Become aware of the economic and emotional stakes of a customer incident
- Understand the real consequences of poor post-incident management
- Identify your key role in regaining trust
- Measure the positive impact of a well-executed action on loyalty
- Develop a new posture focused on authentic repair
Loyalty does not begin when everything is going well, but when everything goes wrong.
This module gives you the keys to act with impact where others abandon the relationship.
Customer loyalty strategies in the post-crisis periodRegaining a customer's trust after a negative experience is one of the most critical – and strategic – challenges for Customer Success teams. An…Regaining a customer's trust after a negative experience is one of the most critical – and strategic – challenges for Customer Success teams. An unsatisfied customer today can become tomorrow's ambassador… if the response provided meets expectations.
This module provides you with a clear framework and fundamental benchmarks to understand the levers of post-crisis loyalty. It can be followed independently or as part of the complete path "Customer Service & Customer Success", particularly suited for professionals looking to refine their responses to complex customer situations.
You will learn to:
- Analyze the emotional journey of a customer following a disappointing experience
- Identify the “moments of truth” where everything can change
- Use the AIDA framework reinterpreted in a recovery context
- Structure human and strategic interventions to rebuild the relationship
- Lay the solid foundations for renewed engagement, even after an incident
Whether you are a Customer Success Manager, Support Manager, or on the front line of customer relations, this module will help you turn a crisis into an opportunity for sustainable loyalty.
Effective techniques to win back your lost customersTransform customer dissatisfaction into a sustainable loyalty leverAn unhappy customer is far from being a lost customer… as long as you know how to…Transform customer dissatisfaction into a sustainable loyalty lever
An unhappy customer is far from being a lost customer… as long as you know how to react. This module provides you with all the keys to regain trust after a negative experience, value every critical interaction, and anchor a long-term customer relationship.
Designed for Customer Success Managers, this module can be taken independently to quickly enhance your skills in post-incident management, or it can be integrated into the complete "Customer Service & Customer Success" pathway for an in-depth mastery of the subject.
What you will learn in this module:
• How to effectively structure your responses after a customer incident
• Common mistakes to avoid and reflexes to adopt to defuse a tense situation
• Proven techniques to transform dissatisfaction into active loyalty
• Interactive role-playing scenarios to practice responding with accuracy and empathy
Why choose this module?
• Concrete and immediately applicable approach
• Optimized for the current needs of Customer Success teams (B2B & B2C)
• Compatible with customer satisfaction, brand image, and retention challenges
• Short format, maximum impact
Target audience:
Customer Success Managers, Customer Service Managers, Customer Relationship Officers
Adapting one's response to the needs of clientsTheme: Customer Service & Customer SuccessThis module can be taken independently or integrated into the overall program dedicated to customer retention after a negative…Theme: Customer Service & Customer Success
This module can be taken independently or integrated into the overall program dedicated to customer retention after a negative experience.
How to effectively respond to a disappointed customer, according to their profile, situation, and specific expectations?
After a negative experience, not all customers react the same way. That’s why this module emphasizes relational agility, a key lever to regain trust and engage sustainably.
Why take this module?
- ✔ To know how to adapt your communication to each context
- ✔ To learn 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 agenda:
- Three realistic interactive scenarios: test, adjust, progress
- An engaging final quiz: check your knowledge in a fun way
- A personalized and coached summary: set your learnings and best practices
Ideal for Customer Success Managers who want to develop high-level skills in emotional management, strategic adaptation, and post-incident recovery.
Give your team the keys to transform a disappointed customer into a convinced ambassador.
Master quiz - Building Loyalty After a Negative ExperienceGamified e-learning module – Can be taken independently or as part of the complete programTopic: Customer Service & Customer SuccessTurn a negative experience into…Gamified e-learning module – Can be taken independently or as part of the complete program
Topic: Customer Service & Customer Success
Turn a negative experience into a customer loyalty opportunity… by playing!
Immerse yourself in a stimulating challenge, inspired by the most popular TV game shows, where you'll have to complete 15 levels of questions about customer loyalty strategies after a difficult situation.
This final module of the program can also be taken on its own, to test and reinforce your knowledge in a fun and engaging way.
Ideal for Customer Success Managers who want to strengthen their analytical skills and refine their post-complaint resolution reflexes.You have 3 lifelines to help you throughout the challenge:
- 50/50: two incorrect answers are removed
- Call an expert: listen to the advice of our virtual mentor
- Change your question: not inspired? Move on to the next level
The 3 success levels help you structure your progress:
- Level 1 (5 questions): Basic knowledge of customer satisfaction
- Level 2 (10 questions): Best practices and recovery protocols
- Level 3 (15 questions): Complex cases, emotion analysis, and personalized solutions
This module is designed to allow you to:
- Test your understanding under positive pressure
- Reactivate your reflexes for managing relational crises
- Embrace a dynamic of continuous improvement in Customer Success
Complete this interactive module on its own or as part of the overall "Customer Service & Customer Success" program for comprehensive and targeted skills development.