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.

Playbook: Achieving Operational Excellence Through the SquareONE Methodology

This playbook aims to empower leaders to integrate revenue metrics into their strategic and operational frameworks successfully. By leveraging key revenue drivers, CS leaders can enhance customer satisfaction, retention, and expansion.

CCSM-506: Learning How to Say No

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.

CCSM-310: Problem Solving & Decision-Making - Part 1

The road to success is littered with problems that need solving and decisions that need making. Overcoming these obstacles is key to bringing value to customers. Explore how two powerful techniques - The OODA Loop and SWOT Analysis - can help.

CCSM-311: Problem Solving & Decision-Making - Part 2

The road to success is littered with problems that need solving and decisions that need making. Overcoming these obstacles is key to bringing value to customers. Explore how two powerful techniques - The IDEAL Framework and 5 Whys Technique can help.

The Accidental Project Manager

CSMs live in a world of project management, even if we don’t call it that all the time. Learn how to better frame and manage expectations with customers and colleagues, and apply a project management methodology to your most important activities.