“In business as in life, you don't get what you deserve, you get what you negotiate.” - Chester L. Karrass
SNS-102 Negotiation Strategies and Handling Difficult Customer
Schedule and Hours
Today the business success requires intercultural awareness and effective cross-cultural communication skills. The companies and organizations today consist of staff from the four corners of the globe. For instance, colleagues work in multi-cultural teams either in the same office or across borders. Cross-Culture Negotiation is a comprehensive course designed for professionals who work in the business environment.
Everyone says it is cheaper and easier to keep existing customers than to win new ones. You would not want to lose your customers to competitors or give them an excuse to leave you.
This programme seeks to demonstrate the importance of cross-cultural communication and the benefits of being sensitive and mindful of cultural differences in international business, provides an excellent opportunity for front-liners and support staff to learn the key elements in delivering great customer satisfaction. Application of these important knowledge & skills will enable improved relationship as well as bottom line results for the organisation.
This training will provide you:
Proven knowledge of cross-culture negotiation techniques and communication skills to better manage and prevent conflicts or situations that occur in the workplace in the real life.
To be familiar and be aware of how conflicts arise and why is important to be able to identify and resolve them before getting out of control and damage the workplace environment and the quality of the work.
Use appropriate steps to deliver quality customer service in a tactful and effective manner.
Enhance interpersonal and human relation skills with customer when delivering service quality.
Practice effective communication techniques.
Principles of Negotiation
Understanding Your Customer
Handling Unhappy & Difficult Customers
How to deliver more than your customer expects
Managers, executives, buyers, procurement officers, Front-liners, Sales & Marketing Executives, Customer Service personnel and other staff who wish to learn how to build relationships and influence others within or outside the organisation.
This is a 2-days programme. This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.
We are HRD Corp (Human Resource Development Corporation) Registered Training Provider. All of our training modules are claimable under HRD Corp.