Underrated skill as a customer success manager: having difficult conversations.

The difference between good and average CSMs might just be their ability to relay difficult information to your customers.

Done well, even bad news moments can be used to build customer relationships.

So what’s the formula? Here’s my approach:

- Be direct. Rip off the bandaid, and don’t sugarcoat it

- Listen

- Anticipate and acknowledge frustration

- Listen

- Be prepared with proposed next steps

- Listen

- Focus on the path forward

Surely there’s a more formulaic approach. What else would you add?

(By the way this goes well beyond customer success)

View Original Discussion and LinkedIn