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Customer
Service Training
How
to Negotiate with Customers:
10 Simple Strategies
for Negotiating with crafty, cunning, and unreasonable
customers
4
Hours
I
promise, after this 4
hour
How to Negotiate with Customers seminar,
your
employees
will be inspired and thrilled with how effective you are at
negotiating with customers.
And once they've
gotten a taste of how easy it truly is to get angry customers
to back down and reach win win resolutions, they
will be completely STOKED and actually look forward to
negotiating with customers!
How
to Negotiate with Customers
is CLEAR,
CONCISE,
and geared to give you QUICK
RESULTS that
will empower you to reach agreements that balance the
interests of both your customers AND your company.
In
How to Negotiate with Customers, I reveal
secrets like:
- How
to lay a foundation for resolution
- so that you can make better deals with customers (even
unreasonable customers)
- How
to reach agreements that make good business-sense
and still have the customer walk away (or hang up) happy.
- Why
empathy has no place in negotiations with tough
customers.
- The
first step you MUST take when negotiating with an angry
customer
- if you fail to take this step, you WILL spend more money
than you should and you'll feel awful.
- Hear
a STRONG case FOR apologizing to customers
- discover why a simple apology can diffuse anger, help
customers cut to the chase, and minimize emotions AND
slash your settlement costs.
- A
strategy that ALWAYS works
- know your BATNA (Best Alternative to a Negotiated
Agreement) .This is a strategy used by all of the
pros and it will work for you.
- 5
rules for having tough conversations.
Learn the importance of taking control, having the last
word, and 3 other crucial rules.
- How
to regain control by using the "Pause" button
- Pausing is a subtle, but effective strategy that can be
used to intimidate, inspire awe, or just leave
difficult customers in the dust!
- How
to set limits with customers -
AND actually
stick to them!
- 2
mistakes you can't afford to make
when negotiating with customers.
- 7
secrets for moving customers out of a hardball mentality
- you'll love these!
- How
to nail the customer that tries to manipulate with anger
- three simple, but extremely powerful techniques.
- 4
things to never do in a negotiation.
Knowing these "don'ts" makes all the difference.
- Why
you need to beware of hypothetical questions.
- How
to call a customer on a negotiation ploy -
a proven 2-step response is all it takes to call a bluff
with finesse!
- 3
questions you need to ask yourself before making any
concessions
- these questions will help ensure you don't "give the
store away" in an attempt to reach quick
agreements.
- How
to analyze the concessions your customer makes.
What do large concessions tell you? Small concessions?
What about quick concessions? There's a hidden meaning
behind EVERY concession.
--So
your people can negotiate with the confidence and skill of
Donald Trump, even if they never dreamed you could!
Typical Results of Win Win
Negotiation Strategies
- Decreased anxiety when it
comes to handling product liability complaints
- Faster complaint issue
resolution
- Fewer issues are escalated
to management
- Employees offer win win
resolutions that balance the interests of both the
customer and the company
Back
to Customer Service Training Main Page
Added-Value
Through Call Center Consultation
Myra’s
call center and customer service improvement expertise goes
far beyond her measurably effective training. Many of our
clients take full advantage of Myra’s expertise and
abundance of resources by having Myra come in before a
training or stay after a training to spend time in the call
center. If you’d like to work with Myra for call center
analysis, she can review call center reports, hold Agent
roundtables, examine processes, listen to phone calls, and
provide an executive briefing on her findings. Contact Myra for more details.
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