Turbocharge Customer Success with Expert Calling Techniques

Turbocharge Customer Success with Expert Calling Techniques udemy course

Mini Masterclass Series Volume 1

The Mini Masterclass series is expertly crafted for today’s busy professionals who want to sharpen their skills and gain actionable insights—quickly and efficiently. Each volume dives deep into a specific topic, providing practical exercises and real-life examples so you can immediately put your learning into action.

Unlock the full potential of your customer success team with this actionable, hands-on mini masterclass!
Turbocharge Customer Success with Expert Calling Techniques is designed for customer success professionals, account managers and supervisors, team leaders, trainers, and call center agents who want to elevate every customer interaction, drive loyalty, and achieve measurable business results.

Through a blend of foundational knowledge, advanced strategies, and practical tools—including call frequency planning, touchpoint mapping, difficult call and crisis communication, participants will master the art and science of customer conversations. This course goes beyond theory, empowering you with templates, real-world examples, step-by-step guides and exercises to immediately apply what you learn.

What You’ll Learn

• The Foundations of Customer Success:
  Understand the pivotal role customer success plays in business growth and retention, and learn the essential calling techniques—active listening, empathy, and clarity—that set the stage for impactful conversations.

• Mastering Effective Call Handling:
  Discover strategies for prompt call answering, crafting professional introductions, and using advanced listening skills to fully understand and address customer needs during every interaction.

• Advanced Calling Techniques for Relationship Building:
  Learn how to build credibility and trust over the phone, confidently handle objections, and implement best-in-class follow-up strategies to strengthen ongoing customer relationships.

• Setting Up and Personalizing Effective Customer Touchpoints:
  Identify the most valuable types of customer touchpoints—from onboarding check-ins to milestone celebrations. Learn to map out a touchpoint journey using practical templates, leverage CRM tools for scheduling and automation, and personalize outreach based on customer data and feedback.

• Measuring and Refining Your Customer Engagement Strategy:
  Track key metrics such as engagement, satisfaction, retention, and NPS. Use feedback and analytics to continually refine your call cadence and touchpoint strategy, ensuring every customer feels valued and supported.

• Handling Difficult Calls and Crisis Communication:
  Master proven de-escalation techniques, active listening, and empathy to manage angry, distressed, or indecisive customers. Learn structured approaches for crisis communication—including acknowledging emotions, providing honest information, and following up to rebuild trust. Practice with real-world role plays and scenario-based exercises to build confidence and resilience in high-stress situations.

By the end of this Mini Masterclass, you’ll have a comprehensive, actionable toolkit to transform every customer call and touchpoint into an opportunity for success—boosting satisfaction, loyalty, and business growth.