Dinesh Divekar
Business Mentor, Consultant And Trainer
Free Lance Trainer
Hr Executive

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Dear all
I have to give a training course about negotiation skills for a telecom staff working in call center and customer service department and Iam looking for a case study and movies related to this topic in this field.
Many thanks & best regards
Hanan Fouad

Dear Anna,
Case studies are ow not as interesting as it would be in a management school.
For companies and IT establishments try using a common discussion topic where it induces negotiation.
Example you could assign people as representatives of different countries. Ask them how their economy impacts due to mistakes of other countries and ways to reduce the impact. Thus this shall be a part of negotiation and employees shall know about the win-win situation too.
This would be my suggestion. I would ask the seniors to help or add more information in this topic.

Dear Hanan,

For a staff that works in call centre and customer service department, why you felt a need to train the staffs on negotiations skills I did not understand. Negotiations are done to give something and take something. What is give/take for call centre agents?

Anyway I recommend you conducting pre-training activities and develop your own case for the negotiations that is based on call centre agents' interactions with their customers or clients. For this, you may assistance of their manager.

I conduct training programme titled "Negotiations Skills for Procurement Professionals" extensively. Rather than me giving some case study from outside, I tell them to develop RFQ and Quotation on their own.

All the best!

Dinesh V Divekar

Many thanks Yashwanth & Dinesh about your support
I know Mr. Dinesh that I have to merge between Negotiation skills & managing customer complains and also
communication skills to fulfill the course requirements and delegates needa
kind regards

Dear Hanan,
Search this forum, you will get abundant material on customer service. In addition to this, following websites could be useful to you:
customer service and support skills training guide, references, standards, principles, call-centre management, call-centre training ideas
How to Produce a Customer Service Training Manual | Chron.com
All the best!
Dinesh V Divekar

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