This course develops skill in managing customer relationships, whether internal or external. You will acquire proven communication and negotiation techniques for handling the challenging dynamics of customer interaction. You'll learn how you can be most effective at diagnosing customer problems, selling ideas internally, managing customers' changing needs and wants, facilitating decision making, ensuring customer satisfaction, and following through on opportunities for business development.

Learn how to:

Increase customer satisfaction without compromising your organization's values and goals

Balance competing objectives

Employ optimal communication techniques when interacting with key project stakeholders

Facilitate decision making

Conduct principled negotiations that bring project goals and financial requirements into alignment

Effectively manage change as you define and negotiate customer needs and wants

Take gender and cultural differences into consideration when interacting with customers

Recognize and capitalize on opportunities for business development inside and outside the customer's organization