Customer Service Training TIps

I had in mind

A common mistake when negotiating with others is expressing your opening offer as a firm commitment. For example, if you say that you think that a rocking chair is only worth 10 dollars, then you’ve basically eliminated your ability to pay more without loosing face. Instead, a phrase that opens more options is, “I had in mind, paying about 10 dollars.” Saying that you had it in mind enables you to start the negotiations at a certain level, while giving yourself and the other party room to continue negotiating.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


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