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Tailor-made diploma courses

Training in negotiation and
customer relationship

Combining excellent interpersonal skills and negotiation techniques to create lasting and profitable partnerships.

87% of people overestimate their negotiation skills. Develop the real techniques that make a difference and don't let opportunities slip through your fingers.

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Training objectives

This training course enables you to master the delicate balance between effective negotiation and preserving customer relationships in order to create lasting value.

Relational Negotiation

Learn to negotiate effectively while maintaining and strengthening customer relationships to create lasting and mutually beneficial partnerships.

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Customer Satisfaction Management

Develop the skills to maintain a high level of customer satisfaction even in the most tense negotiation situations.

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Impactful communication

Master empathetic communication techniques to understand underlying needs and create a climate of trust conducive to negotiation.

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Claims Management

Transform conflict situations and complaints into opportunities for positive negotiation and strengthening customer relationships.

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Loyalty through Negotiation

Use negotiation as a loyalty tool to create engagement and develop long-term customer lifetime value.

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Relational Excellence

Develop an approach based on relational excellence that makes every negotiation an opportunity to strengthen the customer partnership.

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Your comments

Training in negotiation and customer relations

Online or face-to-face

Take your course wherever you want (videoconference or face-to-face) and choose your lesson times to suit your schedule.

3 months

Our training programme lasts three months. Allow for five to six hours of training per week. This schedule can be customised.

Graduate

Our negotiation and customer relations training course leads to a degree and is internationally recognised. We are eduQua certified.

Negotiation and customer relations modules

I. Fundamentals of Relationship-Negotiation

- Balance between relationship and negotiation
- Psychology of customer relations
- Impact of negotiation on loyalty
- Long-term satisfaction issues

II. Empathetic Communication

- In-depth active listening
- Empathy and emotional intelligence
- Non-verbal communication
- Rephrasing techniques

III. Analysis of Deep Needs

- Identification of hidden motivations
- Strategic questioning
- Mapping customer issues
- Analysis of constraints and opportunities

IV. Loyalty and Development

- Negotiation as a tool for building customer loyalty
- Customer relationship development
- Relationship-based cross-selling and up-selling
- Creating emotional engagement

V. Handling Relational Objections

- Relationship-related objections
- Treatment that respects resistance
- Transforming obstacles into dialogue
- Maintaining mutual respect

VI. Complaint and Dispute Management

- Receiving and handling complaints
- Negotiation of compensatory solutions
- Turning conflict into opportunity
- Reconciliation and consolidation

«An expert in high-voltage negotiation and director of the OSAM group, he works with companies and organisations to teach them how to master strategic negotiation. As the head of Switzerland's leading eduQua-certified training centre (over 240 corporate clients, over 17,000 certified professionals) and a contributor to RTS, he is called upon to resolve complex situations, whether in high-stakes commercial negotiations, organisational conflicts or delicate diplomatic relations».»
Simon Pawolleck
Simon PAWOLLECKProgramme Director

Don't think of negotiation as arm-wrestling. It's as much an emotional process as a strategic one during which we work together to reach an agreement that benefits us both.

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FAQ

The price is personalised according to your level, objectives and chosen course format. Contact us for a free quote.

Payment can be made in several monthly instalments free of charge.

This course is designed for anyone who wants to develop their negotiation skills.

Whether your aim is to improve your relationship with your partner or to secure better business deals, this training course is for you. 

We will cover the basics of negotiation techniques, as well as exploring more complex strategies.

We invite you to take part in one of our free Masterclasses. It's the best way to realise just how valuable this training will be for you.

By e-mail: contact@osamformations.com

By telephone: + 41 22 518 90 93

We invite you to make a request on this page: https://osamformations.com/negociation/cours-de-negociation-en-entreprise/

Or request a presentation/conference from our negotiation expert: https://osamformations.com/simon-pawolleck-negociateur-professionnel

For more information, contact us!

Introductory session and free quote

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OSAM Group / Negotiation and customer relations training