Customer Service Training TIps

Setting the Stage for Win/Win

When someone asks you to reduce your price or provide a concession, make sure to request that they do the same. One approach is stating, “We want to come up with an arrangement that will work for you and for us. You do agree that both parties need to have their needs met, right?” Wait for their agreement. “So, if we do that for you, then a way you can help us is…” Key: you set the stage for win/win by asking, “You do agree that both parties need to have their needs met, right?” Simple question. Powerful results.

 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


Today’s chuckle:

He who laughs last thinks slowest.


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