CCSM-406: Dealing with Customer Discontent

Challenging customer interactions are inevitable. Learn concrete steps to de-escalate challenging situations, how to effectively tune in to your customers and become more aware of your own responses.

CCSM-510: Using Empathy in Customer Success

Employing empathy is an important aspect of being an effective CSM. In this course, we'll dive deeper into what empathy is, why it's important, and how to effectively apply it to Customer Success.

CCSM-411: Turning Around Ailing Accounts

Vendors and customers start relationships with the best of intentions. Sometimes plans go awry and there’s an alignment crisis, a strained relationship and loss of trust. Learn how to get the relationship back on track and re-establish trust.

CCSM-110: Aligning and Managing Expectations - 2nd Edition

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.

CCSS-102: Communicating Effectively as a Customer Support Specialist

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.