Negotiation Skills for Managers

This practical and interactive one day course provides an overview of the personal and professional skills for staff who are often the first point of contact for customers. Throughout the course delegates will have the opportunity to practise customer handling skills, enabling a confident return to the workplace.

Course Overview

The Customer-led Approach
Finding out what your customer wants and needs
Putting customer needs first
Making the customer feel special and valued
How much time has the customer got? - be effective or be friendly?
Ensuring there is a 'no pressure' relationship
Communicating Positively
Managing first impressions
Establishing rapport
Looking to exceed customer expectations
Positive body language
Ending on a positive note
Front Line Complaint Handling
Understanding the customer's real problem
Caring about the problem - ensuring the customer feels listened to
Saying 'no' constructively
Developing positive customer relationships
Putting it into Practice
Handling the irate customer
Handling the chatty customer
Handling the apologetic customer
Personal Development
Action plan
Checking your customer care attitude


Objectives
By the end of this course you will be able to:
Take responsibility for resolving a situation there and then.
Recognise your behaviour and impact on customers.
Take time to understand your customer.
Create a customer service culture.

Designed For
Front line staff in direct contact with either internal or external customers, either face-to-face or on the telephone who are required to manage a wide variety of customer expectations.