Working closely with customers can be one of the most rewarding roles, but also the one of the most challenging. You have to deal with the brunt of their emotions and it usually isn’t positive. In any given moment you might talk to someone who is frustrated with a bug, someone who has no idea how to use your most simple feature, and someone who is impatiently demanding a refund. To deal with this, your customer team needs to be resilient.
Building resilience within the team starts with your interactions as a team in meetings. If you use meetings as a place to share updates and vent about annoying customers, your team will gradually become less resilient as they feed off of each other’s negativity.
By leading customer success meetings with a structured agenda, you make time for important resilience building activities like highlighting team wins, sharing learnings, and solving challenges together (which results in more wins!). When you discuss challenges, identify patterns, and come up with solutions as a team, you’re building trust between your team members, and between your customers and team members. Those happy customers can help you hit your KPIs by leading to a lower customer acquisition cost and higher customer retention rate.