Customer Service Negotiation Techniques
Negotiation skills are effective in resolving situations where a conflict of thoughts has arisen between your desires and other’s wishes. The goal of negotiation skills is to make a thorough assessment of the situation or matter and to solve the problem by finding a reasonable and appropriate solution that might be acceptable to both parties.
People don’t usually pay any attention to negotiation skills as they do not feel them useful in customer service but they are of particular value in business-to-business relationships. If we focus on the customer-organisation relationship we will see that there is a business-to-business relationship between the two as the settlement of price, payment and delivery options requires negotiation techniques and skills because it will be an agreement between a seller and a buyer.
Negotiation skills and techniques are not particularly complex; they can be learned easily via a brief guide or job aid provided by the company to its employees. It is all about conducting clear communications and finding problem-solving solutions. For successful negotiations, you need to have enough information about your product, your client and your competitors as well as persuasive and influencing skills.
This insightful Customer Service Negotiation Techniques unit focuses on negotiation techniques along with the different phases of negotiation. It typically focuses on practising negotiation and high-impact moments.
The content covers various topics including handling objections, closing the sale, the changing customer and the demands of customers.
You will discover what negotiation means and how it can be made easier.
Customer Service Negotiation Techniques Objectives:
After completing this Customer Service Negotiation Techniques unit learners will be able to:
- Explore negotiation techniques
- Discuss different phases of negotiation
Introduction to Negotiation Techniques
- Handling Objections
- Closing the Sale
- The Changing Customer
- What the Customer Wants
- Negotiation Techniques
- Practising Negotiation
- Phases of Negotiation
- Negotiation Made Easier
- High-Impact Moments
Customer Service Negotiation Techniques is a stand-alone course and it assumes no prior knowledge.
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