The Role of Empathy in Resolving Difficult Customer Interactions
In customer success and client-facing roles, difficult interactions are inevitable. Customers may be frustrated, confused, or upset, and it is easy to respond defensively or mechanically. Over time, however, I have learned that empathy is the most powerful tool in turning challenging situations into positive outcomes. Understanding and connecting with a customer’s feelings not only […]
Turning Mistakes into Opportunities: Learning from Client Challenges
In customer success and account management, challenges are inevitable. No matter how well-prepared we are, mistakes happen, processes fail, and clients encounter issues. Early in my career, I used to see mistakes as setbacks, moments to be corrected quickly and moved past. Over time, I learned to approach mistakes differently. Each challenge with a client […]