Negotiation skills
  You can deal with a difficult or stubborn client if you understand the reasons for their stand. Well thought, probing questions can establish why someone's being difficult to deal with, according to Joel Gerschman, senior consultant with CMA. He says you're in a better position to offer a mutually acceptable compromise when you understand their problem. It could be cashflow, or they're under pressure from management. Sometimes it pays to make the first move but in other cases you can suggest "how can I help you?"Topics: Business Processes, Customer Service, Management |
 Joel Gerschman, CMA |