Examples of difficult conversations:
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Some conversations become difficult due to several factors.
Most tough situations can be avoided by understanding your customer's expectations and aligning them with the business's goals.
Non-verbal cues can affect conversations with your stakeholders. For example:
Customer satisfaction and customer service quality are not the same things.
A smiley face in your post-service feedback survey does not mean you gave your customers great service. They might love the product and consider the service okay enough. Or they might be happy with the answer, not knowing that the answer was incomplete or out of date.
Many customer service teams rely on CSAT and NPS surveys to judge their performances. However, it is critical to understand the difference between the two to measure the quality of the service experience.
Customer Success Managers are responsible for developing a positive and trusting relationship with the client. This is a unique role that is a hybrid of customer service and sales.
When keeping up with your customer's value, it is important to communicate with them in a way that has sincerity. The results of your efforts to create value are measured in the customer's perception of that value.
Customer Experience (CX)
Customer Success (CS)
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