Internal Customer Development™
How project managers deal with customer relationship issues will determine whether a project is completed on time and within budget. Ultimately customer satisfaction and account development are at stake.
This program presents a model for building relationship and negotiating customer requests that help clarify issues, resolve differences and enhance follow-up. Opportunities for practicing techniques will help you develop your skills.
- Social styles in customer relationships
- Relationship building
- Probing for facts and feelings
- Structuring the meeting
- Negotiating tactics
- Managing customer expectations
- Delivering "bad" news to customers
- Managing the customer who wants more for less
How often do projects in your organization get bogged down through misunderstandings between the project manager and the customer department?
Do your people listen and negotiate with sill so that outcomes are fully accepted by the customer and project team?
Do your project managers have the skill to probe for needs, wants and expectations?