The Learner Assessment provides you with an assessment of where you stand with regards to your pre-program level of familiarity with the practices that make up the fundamentals of Customer Support.

It's easy to say you're 'customer centric', but much harder to actually walk the walk. You'll learn what customer-first thinking looks like, and get some practical tactics that you can apply right away to increase your customer-centric thinking.

Mastering effective communication is crucial. Improve your writing, speaking, and listening skills, and understand how to adapt these skills to the customers you interact with.

One of the best ways to understand our customers, their needs, and their desired outcomes is to practice active listening. In this course, we'll provide you with best practices and exercises to improve your ability to actively listen.

Learn how to apply the consultative approach to understanding and connecting business needs with your solution so you can deliver the outcomes your customer needs.

Expectation management and alignment is the key to ensuring that you consistently deliver customer success. In this course, you'll learn a variety of techniques to manage expectations both internally and with customers.

Customers come in a variety of shapes and sizes. In this course, you'll learn strategies to re-engage disengaged customers and how to work best with even your trickiest customers and the situations they present.

How you address issues and handle expectations make a huge difference in how you’re perceived by your customers. Learn how you can take ownership of your customers in the right way, and navigate both internal and external escalations.

It is important to handle difficult customer interactions with skill and empathy. In this course, you will learn techniques to de-escalate situations, connect with customers, and boost self-awareness.

Knowing how to say ‘no’ is an important tool in your professional toolkit. In a situation where you have to decline, it is important to know both how and when to do so. In this course, you will learn how to say ‘no’ in a polite and effective way.

Customer Support is tasked with addressing problems that need solving and decisions that need making. Overcoming these obstacles is key to helping customers achieve their objectives or get back on track.

Customer Support is tasked with addressing problems that need solving and decisions that need making. Overcoming these obstacles is key to helping customers achieve their objectives or get back on track.

We’ll share how to build a risk management process that holds all company departments accountable and decreases the probability of risk turning into churned revenue.

Achieving a Customer Success Certification will help you to develop your base of knowledge by teaching you the tactics, practices and applications that a CSM requires, as well as the skills needed to apply it effectively.