Customer challenges are inevitable. They will happen to you and your team, but there are ways to best handle them and help prevent them from occurring again in the future. Here are some ideas for how to approach customer issues with customer success.
Talk to the customer
Talk to the customer, ask questions and understand their needs, and be empathetic, patient, respectful, and a good listener. You need to be a good communicator as well as a problem solver/team player if you want to solve the challenge that they are having with your product or service.
Create a roadmap for customer success
The customer success manager should create a plan for the customer, the team, and the company. The plans for each of these should be documented in detail. This will ensure that there is no confusion as to what each member of your team should do.