(5.14) Take a Breath: The Art of Diffusing Difficult Clients
A Talk by Jean-Pierre Frost (Customer Success Associate, Posit PBC)
About this Talk
Sometimes, as the person post-sales, you bear the brunt of misaligned customer expectations – not to mention the anger that ensues.
When this happens, what is the best way to handle the situation? And, even more, how can you best equip your team to navigate these tricky waters?
During this presentation, we’ll discuss:
- Why customers can escalate to this level - there is more than meets the eye
- Methods to show customers empathy, even when you initially don’t feel like you want to
- How to provide feedback to the customer when appropriate and reset a win-win narrative
- Persuading customers to use a different solution from what they initially thought they needed (while still achieving the same goals)
This event is part of Startup Boston Week 2024 and is ideal for post-sales leaders, CSMs, and support reps seeking guidance on effectively supporting frustrated customers and the overwhelm that comes with this situation.
