Having a Difficult Customer Conversation

Learning objective: uncover the science and psychology underpinning the best responses to hard customer calls. This will enable participants to protect pricing and loyalty.

Credit CPDEx:1.0

Tag(s) English, Level 3, L3C2, L3C3, L4C5

Having a Difficult Customer Conversation

Description

Download more on the research HERE and see Resources for Panel Notes PDF

Presented by Tim Riesterer, Chief Strategy Officer at Corporate Visions with input from our Panel comprising || Wojciech Mendyka, Former negotiations skills trainer at UPS & facilitating consultant at Corporate Visions || George Pastidis, Head of Sales Enablement Programs at Ericsson || Paul Thomalla, Global Head of Payments at Finastra || Charlotte Skinner, UK & Ireland Sales Manager at FUSION Entertainment Ltd (Garmin Europe)

A poorly handled service failure can prove fatal to your business. Tense negotiations make it challenging to close deals profitably.

How can you turn these difficult yet critical conversations into more loyal customers?

In this panel discussion led by Tim Riesterer, Chief Strategy Officer at Corporate Visions, you’ll get expert insight to answer questions like:

How do you navigate tough negotiations with senior decision-makers?
How should you apologise to customersafter a critical service failure?
How can you frame these hard-won conversations to improve customer loyalty?