This course focuses on developing authentic negotiation skills essential for handling customer interactions, resolving conflicts, and reaching mutually beneficial outcomes in a contact centre environment.
Learning Outcomes
Define authenticity and explain how it applies to negotiations.
Know when to negotiate and when not to.
Understand the philosophy of negotiation and the different types of negotiation strategies.
Apply the negotiation process and steps to a sales interaction.
Know how to break deadlocks and how to delay a negotiation.
Know the various types of closes in a negotiation and what to avoid.
Apply the negotiation steps to a role play and various other case studies.
What you will learn:
Negotiation Philosophy
Negotiation Strategies
Stages in Negotiation
Steps in Conducting a Negotiation
Target Audience
Aspiring contact centre agents and customer service representatives.
Individuals who already work as contact centre and/or BPO professionals seeking to enhance their contact centre skills for career growth.
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Enjoy a 0% interest payment plan spread over 6 weeks or 3 paydays.
Enjoy a 0% interest payment plan spread over 6 weeks or 3 paydays.
