E-learning training – Building customer loyalty after a negative experience – 1.5 hours
Earn your customers’ loyalty even when they’ve been disappointed.
One bad experience can change everything. An unhappy customer tells an average of nine people about their misfortune… And on social media, the impact is multiplied. But all is not lost: knowing how to regain trust after a mistake is a strategic skill that can not only repair the relationship but also sustainably strengthen your customers’ engagement.
This 90-minute online course is designed for Customer Success Managers and customer service professionals who want to excel in the art of transforming a negative experience into a loyalty lever.
Through 6 complementary and progressive modules, you will learn to:
- Become aware of the impact of customer disappointment on loyalty and reputation
- Understand the mechanisms of customer trust and the drivers of customer winback
- Master concrete techniques for conducting an effective post-incident exchange
- Adapt your posture and discourse according to customer profiles and contexts
- Practice managing a sensitive discussion with a dissatisfied customer, via a realistic simulation with a virtual character
- Test your knowledge in a final mega quiz combining practical cases, scenarios and key knowledge
You will leave with the essential levers to:
- Minimize churn
- Improve satisfaction after resolving an incident
- Actively contribute to customer retention and growth
Module content:
- Module 1 – The key challenge of loyalty Discover why regaining a customer’s trust is a business priority, not just a simple commercial gesture. Become aware of the impacts of a bad experience on loyalty and the strategic opportunity offered by good post-incident management.
- Module 2 – The fundamentals of the post-incident relationship Conceptual frameworks on trust, analysis of customer emotions, reconquest path.
- Module 3 – Techniques to regain trust Investigative questions, formulation of an apology, recognition of the impact, corrective commitment.
- Module 4 – Adapt your approach to each situation B2B vs. B2C customer, VIP customer, technical incident vs. human, multi-channel customer.
- Module 5 – Immersive training simulator Put yourself in a situation with a virtual character: debriefing of negative experiences, needs analysis, co-construction of solutions.
- Module 6 – 100% interactive final quiz Consolidate your learning thanks to a fun, comprehensive and engaging assessment.
This course is ideal for:
✓ Customer-facing teams (CSM, support, sales, account managers, etc.)
✓ Quality or customer experience managers
✓ Any company aware that a recovered customer is often more loyal than a neutral customer
Engage your team towards proactive, human and strategic loyalty.
