Escalated: How CS Leaders Tackle Real Customer Crises

Customer escalations aren’t rare — they’re inevitable.
What separates average CS teams from great ones is how they respond when trust is on the line, tempers flare, or the SLA’s about to break. This webinar is for CS leaders who want to be prepared when things go sideways — with clear action, not just empathy.

On Wednesday, June 25th, at 5:00 PM (CET) / 11:00 AM (EST), join Matt Woodward, VP Client Success at Link Investment Management, and Miles Goldstein, Executive Member at the International LEAP Network, for a practical discussion on how CS leaders handle real escalation scenarios. Expect a fast-paced, hands-on walkthrough of what actually happened in the field — the plays they ran, the conversations they had, and how they turned tense moments into trust-building wins. No slides. No fluff. Just tactical moves you’ll want in your back pocket.

Here’s what we’ll cover:

• SLA Breach Incoming: What to do when time’s running out and the customer’s still waiting.
• “Let Me Talk to Your Boss”: How to handle situations where the customer demands senior leadership.
• We Messed Up: A behind-the-scenes look at what happens after the CS team drops the ball — and how to fix it fast.
• The Issue That Won’t Die: What to do when the same problem keeps coming back and draining trust.
• The Vague but Angry Customer: How to stay calm and extract clarity when emotions run high and requests are unclear.
• Flag It Before It Blows Up: How proactive CS teams escalate internally — before the customer does.

*Can’t make it live? Register to receive the recording!