Key techniques for winning back customers
Turn customer dissatisfaction into a lever for lasting loyalty
A dissatisfied customer is far from being a lost customer… provided you know how to react. This module gives you all the keys to regaining trust after a negative experience, valuing each critical interaction, and establishing a long-term customer relationship.
Designed for Customer Success Managers, this module can be taken independently to quickly strengthen your skills in post-incident management, or can be included in the complete “Customer Service & Customer Success", for in-depth mastery of the subject.
What you will learn in this module:
• How to effectively structure your responses after a customer incident
• Classic mistakes to avoid and reflexes to adopt to defuse a tense situation
• Proven techniques to transform dissatisfaction into active loyalty
• Interactive scenarios to practice reacting accurately and empathetically
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 issues
• Short format, maximum impact
Target audience:
Customer Success Managers, Customer Service Managers, Customer Relations Officers
