Negotiation Skills

Negotiation Skills

Negotiating and Influencing are everyday activities that take place in both our professional and personal lives. A negotiation takes place any time two or more people are communicating, and at least one of them has a goal in mind. As Dr Chester Karrass, a leading expert in Negotiation says, “In business, you don’t get what you deserve, you get what you negotiate.” The lack of negotiation skills results in the lack of success many people experience in getting what they want and need, both in their private lives and at work. Principled Negotiation is the process of achieving...

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Customer Service Excellence

Customer Service Excellence

CUSTOMER SERVICE OBSESSION In today’s competitive environment customer service needs to become an obsession. Learn to turn customer complaints into a strategic tool to increase business and customer satisfaction through implementing best practice strategies. Develop a customer-centric culture that will position you as the business partner of choice. Course Outline Customer retention Listening to your customer and understanding motivation Identifying customer needs and expectations Emotional intelligence The importance of product knowledge excellence Professional personal presentation...

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