Customer disputes require swift and savvy action. If you’re in a position to negotiate, follow these tips for success:

BEFORE YOU BEGIN DISCUSSIONS

Study the details

Don’t make a phone call or set up a meeting until you have studied everything there is to know about the case. Keep your notes and the case file ready so you can refer to information as needed.

Consider the dollar cost

Some disputes are worth hashing out while others need to be written off. Time is money, so if a dispute is only complicated by a difficult customer, it may not be worth the time.

DURING DISCUSSIONS

Don’t be confrontational

Instead of confrontation, begin discussions with questions. Questions open the door to dialog that may reveal a resolution you and your customer can benefit from.

Offer documentation

Here’s where keeping your notes and case file handy will pay off. In the event your customer wants proof of some claim you’re making, you’ll have everything you need to provide immediate proof.

Keep an open mind

Through the process of asking questions, keep an open mind to what your customer tells you. Perhaps the perspective he or she offers will be something you’ve not thought of before. And it could change everything.

Resolve the easiest issue first

This is a great way to set the tone for success when you are dealing with multiple issues with your customer. By coming to a good conclusion early in your discussion, you’ll be paving the way for open dialog going forward.

Make a list of possibilities

There may be many different ways to solve a problem. Make a list of the options. It will make it easier to weigh the costs and benefits to both you and your customer.

AFTER THE CONVERSATION

Put everything in writing

Write down the payment schedule you’ve agreed upon and any promises made during the conversation.

FOLLOW UP

Perhaps the most important thing in the entire process is follow-up especially when you’ve agreed to a solution that has yet to be implemented.

One simple way to do that is to send an email immediately after your conversation that outlines the promises made, the agreements you discussed and any other pertinent points. End the email with a question so that your customer will respond thus confirming receipt of the email. Even a simple end like, “Thank you for meeting with me today. Are there any questions we didn’t cover?”

Negotiating with a customer can be a tricky process. You can simplify it by following these tips.