What are some common customer service negotiation mistakes and how to avoid them?

2 Listen actively

Another common mistake in customer service negotiation is to not listen actively to the customer. Listening actively means paying attention to what the customer is saying, asking clarifying questions, summarizing their main points, and acknowledging their concerns. Listening actively can help you understand the customer's perspective, interests, and expectations. It can also show that you respect and value their input, and build trust and rapport. To listen actively, avoid interrupting, arguing, or jumping to conclusions. Instead, use open-ended questions, paraphrase, and reflect back what you hear.

3 Prepare well

A third common mistake in customer service negotiation is to not prepare well. Preparing well means doing your research, gathering relevant information, and anticipating possible scenarios and objections. Preparing well can help you avoid surprises, handle challenges, and present your case confidently and convincingly. It can also help you identify your goals, alternatives, and best options. To prepare well, review the customer's history, feedback, and preferences. Also, review your policies, procedures, and offers, and know your limits and boundaries.

5 Follow up

A fifth common mistake in customer service negotiation is to not follow up. Following up means confirming the agreement, delivering on your promises, and checking on the customer's satisfaction. Following up can help you ensure that the negotiation is successful, that the customer is happy, and that the relationship is strengthened. It can also help you prevent misunderstandings, disputes, or complaints. To follow up, document the agreement, communicate clearly and timely, and solicit feedback.

6 Learn from experience

A sixth common mistake in customer service negotiation is to not learn from experience. Learning from experience means reflecting on your performance, evaluating your results, and identifying your strengths and weaknesses. Learning from experience can help you improve your skills, avoid repeating errors, and achieve better outcomes in the future. It can also help you grow as a customer service manager and a negotiator. To learn from experience, review your actions, ask for feedback, and seek opportunities to practice.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?