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

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Negotiating with customers is a vital skill for any customer service manager. It can help you resolve conflicts, retain customers, and increase satisfaction. However, it can also be challenging and stressful, especially when you face difficult or demanding customers. To avoid common pitfalls and improve your negotiation outcomes, here are some tips to keep in mind.

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James McGovern

Experienced Equipment Maintenance Manager

1 Avoid emotional reactions

One of the most common mistakes in customer service negotiation is to let your emotions get the better of you. Whether you feel angry, frustrated, or defensive, reacting emotionally can damage your rapport and credibility with the customer. It can also escalate the situation and make it harder to reach a win-win solution. To avoid emotional reactions, try to stay calm and professional. Use positive language and tone, empathize with the customer's feelings and needs, and focus on the facts and the solutions.

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James McGovern

Experienced Equipment Maintenance Manager
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Everything you do affects the customer, by putting yourself in the customers role it becomes easier to control your business emotions to a positive manner.

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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.

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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.

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4 Be flexible

A fourth common mistake in customer service negotiation is to be too rigid or inflexible. Being flexible means being willing to adapt, compromise, and find creative solutions. Being flexible can help you overcome impasses, satisfy the customer's needs, and create value for both parties. It can also help you maintain a positive and cooperative relationship with the customer. To be flexible, avoid sticking to your position or imposing your views. Instead, explore options, generate ideas, and seek mutual benefits.

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Crystal Dunn

Noregon Sales Professional - JPro - Serving Charlotte, Lee, Collier, DeSoto, Hendry, Glades, and Highlands counties in SWFL.
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In my experience, everyone is looking to “wheel and deal” especially the well seasoned generations. There’s no amount of money that can equate to a happy repeat customer.

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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.

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James McGovern

Experienced Equipment Maintenance Manager
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Following up with the customer allows you to communicate to them that you listened to them and addressed their concerns. It allows you to thank them for selecting your firm to assist them. You need to take every opportunity possible to tell the customer how hard you are working for them.

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Crystal Dunn

Noregon Sales Professional - JPro - Serving Charlotte, Lee, Collier, DeSoto, Hendry, Glades, and Highlands counties in SWFL.
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It’s apparent that in our world today, service after the sell hold high importance. Don’t just chase customers that you haven’t won. Chase the customers that provide referrals and repeat business. The gain is often greater.

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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.

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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?

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Trish P.

Providing CEO’s and Company Directors with Virtual Assistance
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As a customer service representative, it's important to remember that negotiation is a two-way street. Before you can come to an agreement, you need to understand what the customer wants and needs. Take the time to listen to their concerns and ask questions to clarify their position. If you can't meet the customer's exact request, offer alternative options that might still satisfy their needs. This shows that you're willing to work with them to find a solution. It's natural to feel defensive when someone is dissatisfied with your product or service, but it's important to stay calm and positive. Remember, a happy customer is often a repeat customer!

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

1

2

3

4

5

6

7

1 Avoid emotional reactions

2 Listen actively

3 Prepare well

4 Be flexible

5 Follow up

6 Learn from experience

7 Here’s what else to consider

Customer Service Management

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

1

2

3

4

5

6

7

1 Avoid emotional reactions

2 Listen actively

3 Prepare well

4 Be flexible

5 Follow up

6 Learn from experience

7 Here’s what else to consider

Customer Service Management

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