Managing Challenging Clients: Building Effective Relationships with Difficult Customers

Hardcover | December 15, 2011

byAryanne Oade

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Are you responsible for managing your organisation's clients? Do you need to deliver an effective service to challenging and unreasonable clients? This book introduces a valuable set of tools which will enable you to evaluate how you go about building, maintaining and managing your client-facing relationships.

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Are you responsible for managing your organisation's clients? Do you need to deliver an effective service to challenging and unreasonable clients? This book introduces a valuable set of tools which will enable you to evaluate how you go about building, maintaining and managing your client-facing relationships.

ARYANNE OADE has worked as a Chartered Psychologist since 1991. She has appeared on C4 speaking about customer complaints handling; has given an address on 'Creativity in Business' at the British Association for the Advancement of Science and has appeared on Radio 4 speaking on the same topic. Aryanne has spoken at both the Leeds and ...

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Format:HardcoverDimensions:192 pages, 9.64 × 6.34 × 0.74 inPublished:December 15, 2011Publisher:Palgrave MacmillanLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0230238424

ISBN - 13:9780230238428

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Extra Content

Table of Contents

Handling Challenging Client Behavior: It's Your Responsibility
Reputational Risk: Your Client's Dilemma
Controlling Clients: Involvement, Trust and Control
Maintaining the Balance: Clients Who Take Advantage
Trouble with Responsibility and Commitment: Customers Who Say One Thing and Do Another
When Enough Is Enough: Ceasing to Work with Troublesome Clients
References and Recommended Reading

Editorial Reviews

"This stimulating and readable book challenges Aryanne’s readers to accept responsibility for handling difficult client relationships at work, and offers practical solutions to assist them to take control of situations that are tough to resolve. Aryanne’s central and compelling proposition is that each internal or external supplier must be accountable for finding solutions and building long-term, productive relationships with their clients even when faced with seemingly unreasonable behaviours and demands from them. Her approach is to work through a number of scenarios to set the scene around different types of problem, and then to suggest ways to apply the learning to the reader’s own environment. This is a practical book which acts as a guide to handling challenging customer relationships. I found the book both thought provoking and highly engaging."-- Wendy Cartwright, Director of HR, Olympic Delivery Authority, London 2010