Latest / The Customer Success Leadership Podcast
How to Coach Your CSMs to Say No Without Losing the Customer Relationship
This episode is a full coaching breakdown of how to build the ability to say no into your team: the mindset reframe, the framework for knowing when to push back, the language to do it without damaging the relationship, and how you as the leader create the conditions that make it possible.You'll learn:✔ Why saying yes to everything is not customer centricity and what it actually costs the relationship over time ✔ How to help your CSMs know when to say no, when to redirect, and when to escalate ✔ The three-part framework for delivering a no that feels like guidance, not refusal ✔ How to create…
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