Courses for
Customer Success and Customer Support

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Increasing customer retention through education and training

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Anita Toth and SuccessCoaching have partnered to help Customer Success and Customer Support teams increase customer retention by developing skills to deal with challenging customer conversations.

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Difficult Customer Conversations

Difficult Customer Conversations

Difficult Customer Conversations is intended for Customer Success Managers, and aspiring CSMs, who want to more skillfully and confidently navigate tough conversations with customers. This course covers 4 Tools for having difficult conversations and offers practice with real-world customer scenarios.

Learn more or sign up for this course.
(You’ll be redirected to SuccessCoaching’s site.)

Every CS leader should be aware of their team’s and their own limitations when it comes to having difficult conversations with clients and it’s our responsibility to identify them and to do something about them.

Difficult conversations arise every day in Customer Success and winging them is not an option.

After taking this course I feel that my team and I have an increased sense of awareness about how we go about these conversations and an array of tools to choose from as needed.

I definitely recommend this course and I believe it will positively impact your team’s self-confidence levels.

Walter Zepeda

Director of Operations, Actimo America

PRIVATE GROUP TRAINING

The team was enthusiastic about the [role play] exercise afterward. They appreciated the tailored scenarios and felt that they helped solidify the new concepts. It went by really fast like you said. People really liked your energy and enthusiasm, and were impressed how well you are able to sustain it the entire session.

I personally really enjoyed the role playing; it pushed me to think of a few things on the fly I wouldn’t have considered otherwise. I also enjoyed working out the scenarios with you.

 

We’re actually thinking of doing some additional role playing as a team to keep practicing the concepts, and trying it on a few different scenarios. We’ll give you an update at the next meeting.
Greg Weinger

VP of Product Management, SheerID

Dealing with Angry Customers

Dealing with Angry Customers

Dealing With Angry Customers is intended for Customer Support Representatives who want to more skillfully and confidently conduct conversations with angry customers. This course covers the LAST method for managing angry customers, and offers practice with real-world customer scenarios.

Learn more or sign up for this course.
(You’ll be redirected to SuccessCoaching’s site.)