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Negotiation Strategies to Deal with Difficult Customers
Learn how both verbal skills and writing may be more critical to the final settlement outcome than the information itself.
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  • Lesson Overview

Getting Other People to See Things Your Way 

Talking is easy, but communicating is difficult. Because it’s not really what you say, rather, what the other person hears.

During this dynamic presentation, Jessica Butler will walk you through some tips, strategies & specific examples for improving communication and achieving increased success in negotiations with customers, suppliers, and even people in your own company (it also works with kids, spouses, and friends!).

Jessica will also provide insights on how to negotiate through joint problem solving and get other people to see things your way. As a result of this collaborative approach, both sides can be satisfied with the outcome and the negotiation can strengthen the overall relationship. During this session you will learn:

  • 6 point negotiation checklist to help you with negotiations
  • Non-verbal behavior to watch out for during negotiations
  • The ideal choice of words when speaking with others
  • 3 things to say while dealing with difficult customers
Instructor
Jessica Butler · Founder, Attain Consulting Group
As the founder of Attain Consulting Group, a deduction, and chargeback management advisory firm, Jessica Butler is passionate about helping her clients improve profitability and take control of deductions. Prior to starting Attain, Jessica was a Partner in the global accounting and advisory firm of Grant Thornton LLP.
CURRICULUM

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Negotiation Strategies to Deal with Difficult Customers

Course 2 of 2 in Learning Path: Collection Call Negotiations Builder

Learn how both verbal skills and writing may be more critical to the final settlement outcome than the information itself.

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About this course

promoImage
description
lessonOverview

Getting Other People to See Things Your Way 

Talking is easy, but communicating is difficult. Because it’s not really what you say, rather, what the other person hears.

During this dynamic presentation, Jessica Butler will walk you through some tips, strategies & specific examples for improving communication and achieving increased success in negotiations with customers, suppliers, and even people in your own company (it also works with kids, spouses, and friends!).

Jessica will also provide insights on how to negotiate through joint problem solving and get other people to see things your way. As a result of this collaborative approach, both sides can be satisfied with the outcome and the negotiation can strengthen the overall relationship. During this session you will learn:

  • 6 point negotiation checklist to help you with negotiations
  • Non-verbal behavior to watch out for during negotiations
  • The ideal choice of words when speaking with others
  • 3 things to say while dealing with difficult customers
instructor
name title image description
Jessica Butler Founder, Attain Consulting Group As the founder of Attain Consulting Group, a deduction, and chargeback management advisory firm, Jessica Butler is passionate about helping her clients improve profitability and take control of deductions. Prior to starting Attain, Jessica was a Partner in the global accounting and advisory firm of Grant Thornton LLP.
recommendation
image tag title description link duration
Collection Call Negotiations Debt Collection Calling and Negotiation Training Get maximum ROI from each call by understanding customers' behavior, identifying danger signals, and handling every unique collection call scenario now. https://academy.highako.com/collection-calls-best-practices-course 110 Mins
Collection Call Negotiations Effective Collection Calls Listening Best Practices Get insights on how to improve your telephone voice and ask the right questions at the right time. https://academy.highako.com/effective-collection-calls-listening-best-practices 30 Mins

Curriculum60 Mins

  • Negotiations 101: Strategize Verbal Negotiations Game (~ 5 Mins)
  • Preview
    Negotiation 101
  • 8 Point Negotiations Checklist to Validate Your Current Scenario (~ 15 Mins)
  • 8 Point Checklist to Eliminate Negotiation Problems Part 1
  • 8 Point Checklist to Eliminate Negotiation Problems Part 2
  • Key Empowerment Steps to Improve Your Negotiations Approach (~ 3 Mins)
  • Key Steps to be Logical While Negotiating
  • Critical Escalating Words You Need to Watch Out While Negotiating (~ 11 Mins)
  • What are the Escalating Words to Watch Out For
  • Approach to a Successful Negotiation (~ 15 Mins)
  • Negotiations Best Practices to Scale Up Your Interaction Game Part 1
  • Negotiations Best Practices to Scale Up Your Interaction Game Part 2
  • Change Management Tips to Embrace Customer Engagement (~ 5 Mins)
  • How to Deal With Change Management (~ 5 mins)
  • Communication Hacks: Prepping Up for Your Next Customer Call (~ 6 Mins)
  • Communication Tips and Strategies
  • Unravelling Negotiations Challenges With Jessica: FAQ (~ 6 Mins)
  • Unravelling Negotiations Challenges With Jessica: FAQ
  • Final Assessment
  • Quick Quiz
  • Certificate and Feedback
  • Negotiation Strategies to Deal with Difficult Customers

About this course

promoImage
description
lessonOverview

Getting Other People to See Things Your Way 

Talking is easy, but communicating is difficult. Because it’s not really what you say, rather, what the other person hears.

During this dynamic presentation, Jessica Butler will walk you through some tips, strategies & specific examples for improving communication and achieving increased success in negotiations with customers, suppliers, and even people in your own company (it also works with kids, spouses, and friends!).

Jessica will also provide insights on how to negotiate through joint problem solving and get other people to see things your way. As a result of this collaborative approach, both sides can be satisfied with the outcome and the negotiation can strengthen the overall relationship. During this session you will learn:

  • 6 point negotiation checklist to help you with negotiations
  • Non-verbal behavior to watch out for during negotiations
  • The ideal choice of words when speaking with others
  • 3 things to say while dealing with difficult customers
instructor
name title image description
Jessica Butler Founder, Attain Consulting Group As the founder of Attain Consulting Group, a deduction, and chargeback management advisory firm, Jessica Butler is passionate about helping her clients improve profitability and take control of deductions. Prior to starting Attain, Jessica was a Partner in the global accounting and advisory firm of Grant Thornton LLP.
recommendation
image tag title description link duration
Collection Call Negotiations Debt Collection Calling and Negotiation Training Get maximum ROI from each call by understanding customers' behavior, identifying danger signals, and handling every unique collection call scenario now. https://academy.highako.com/collection-calls-best-practices-course 110 Mins
Collection Call Negotiations Effective Collection Calls Listening Best Practices Get insights on how to improve your telephone voice and ask the right questions at the right time. https://academy.highako.com/effective-collection-calls-listening-best-practices 30 Mins

Curriculum60 Mins

  • Negotiations 101: Strategize Verbal Negotiations Game (~ 5 Mins)
  • Preview
    Negotiation 101
  • 8 Point Negotiations Checklist to Validate Your Current Scenario (~ 15 Mins)
  • 8 Point Checklist to Eliminate Negotiation Problems Part 1
  • 8 Point Checklist to Eliminate Negotiation Problems Part 2
  • Key Empowerment Steps to Improve Your Negotiations Approach (~ 3 Mins)
  • Key Steps to be Logical While Negotiating
  • Critical Escalating Words You Need to Watch Out While Negotiating (~ 11 Mins)
  • What are the Escalating Words to Watch Out For
  • Approach to a Successful Negotiation (~ 15 Mins)
  • Negotiations Best Practices to Scale Up Your Interaction Game Part 1
  • Negotiations Best Practices to Scale Up Your Interaction Game Part 2
  • Change Management Tips to Embrace Customer Engagement (~ 5 Mins)
  • How to Deal With Change Management (~ 5 mins)
  • Communication Hacks: Prepping Up for Your Next Customer Call (~ 6 Mins)
  • Communication Tips and Strategies
  • Unravelling Negotiations Challenges With Jessica: FAQ (~ 6 Mins)
  • Unravelling Negotiations Challenges With Jessica: FAQ
  • Final Assessment
  • Quick Quiz
  • Certificate and Feedback
  • Negotiation Strategies to Deal with Difficult Customers