The customer is furious – and now you have to talk to them. It’s not ideal, but it’s a common situation for anyone working on customer success. So what’s the best way to handle it? 

That’s something Alice Jeffery, a customer success manager at Mimecast, a cloud cybersecurity based in London, has put a lot of time and thought into. After years of research, she has put together a great game plan for how CSMs can best approach irate customers. And thankfully, she’s just shared her insights with UpdateAI’s Josh Schachter on the latest episode of “[Un]churned.” 

Listen to the full episode to hear how CSMs can harness their emotions to help angry customers a) calm down and b) accomplish their desired goals

“Emotion is very important in business – no matter what industry you’re dealing with.” Alice Jeffery. 

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