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Most of us negotiate every day, if only when influencing our kids to finish their homework or to come in for dinner on time, when encouraging our co-workers to do their fair share of the heavy lifting, and when scheduling that washer repair appointment at a time when we can actually be at home to meet the technician.
But some occupations negotiate more than others. Attorneys are constantly negotiating and salespeople too.
And we know dental hygienists are always trying to get us to floss.
But what about customer service reps?
Not long ago I called one of my charge card issuers to have a late charge waived.
After a little bit of banter, the rep declared: “Okay, I’ll waive the fee, but just this once!”
Were we negotiating? Absolutely, and that CSR, and millions like her are empowered with a certain amount of discretion to give callers what they ask for.
But if CSR’s don’t have formal negotiation training they’ll be uncertain about the precise amount of discretion they can use, making them seem insecure and even nasty without knowing it.
Additionally, if customer service reps aren’t trained in negotiation skills, they’re likely to commit at least one of three common errors:
(1) They’ll be inclined to give away the store far too often; or
(2) They’ll be so miserly as to never make concessions, even when it constitutes good business sense to do so, say when a customer relationship is on the line; or
(3) They’ll negotiate defensively, taking the process personally, and leaving the customer with a bitter aftertaste even if she is given what she called for.
When the CSR threw in that tidbit about “I’ll only do this once,” she was defensively uttering an ultimatum that was unduly personal because it was framed in the first person: “I” will only do this once.
One of the keys to effective negotiating is to maintain agreeable relations so you can come back, on another day, in a proper frame of mind to transact yet more business. If you slam the door as the client leaves, you’re diminishing this potential, while bruising the relationship, unnecessarily.
Investing in negotiation training is guaranteed to pay you back ten times your investment, or more. If you’re interested in providing negotiation training to your staff or in obtaining it for yourself, contact us.
Dr. Gary S. Goodman is a top trainer, conference and convention speaker, and sales, customer service, and negotiation consultant. A frequent expert commentator on radio and TV, he is also the best-selling author of 12 books, more than 1,000 articles and several popular audio and video programs. His seminars are sponsored internationally and he is a faculty member at more than 40 universities, including UC Berkeley and UCLA. Gary brings over two decades of sales, management and consulting experience to the table, with impressive academic credentials: A Ph.D. from USC, an MBA from the Peter F. Drucker School of Management, and a J.D. degree from Loyola Law School, his clients include several Fortune 1000 companies.
His web site is: http://www.customersatisfaction.com and he can be seen on CNBC at: http://www.cnbc.com/id/15840232?video=417455932# and reached at: gary@customersatisfaction.com. His blogs include: YOUR CUSTOMER SERVICE SUCKS! and ALWAYS COLD CALL! at: http://www.alwayscoldcall.blogspot.com
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