Welcome to Audio Learning from Assemble You.

It’s safe to say that not a single day passes in the life of a customer service worker without the need for some sort of negotiation. It’s a vital skill, and mastering it can make all the difference between a content customer and a dissatisfied one. The ability to negotiate effectively empowers customer service workers to handle difficult situations at work, maintain positive relationships with customers, generate increased - and indeed, repeat - sales, and boost the reputation of the company they represent. It’s not just about getting what you want; it’s about finding a solution that satisfies both parties involved. In this track, we will explore the art of negotiation in customer service, discussing the skills and techniques needed to negotiate successfully with customers.

Any effective negotiation with a customer must begin with a full understanding of the customer’s needs and concerns. This means actively listening to the customer so that you’re better able to understand the root cause of their problem and efficiently work towards finding a solution that meets their requirements.

Further info:

• Download the Transcript for this Episode
• Download the Key Points Infographic

Reading List

• [Article]  Negotiating with a Customer You Can’t Afford to Lose Thomas C. Keiser
• [Article] MESO Negotiation: The Benefits of Making Multiple Equivalent Simultaneous Offers in Business Negotiations PON Staff 
• [Article] Why (& How) You Should Actually Listen to Your Customers Sophia Bernazzani
• [Article]  Active Listening: The Art of Empathetic Conversation Jeremy Sutton, Ph.D.
• [Article] Listen to their heart: Why does active listening enhance customer satisfaction after a service failure? Jae Min Jung and Kyeong Sam Min
• [Article] Nonverbal Cues - FEMA Effective Communication Pennsylvania Dept of Health
• [Article] Five Negotiation Strategies When Traditional Customer Service Fails Chris Westfall
• [Article] Putting More on the Table: How Making Multiple Offers Can Increase the Final Value of the Deal Victoria Husted Medvec and Adam D. Galinsky