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Managing Challenging Clients : Building Effective Relationships with Difficult Customers.

Author: Aryanne Oade
Publisher: Basingstoke : Palgrave Macmillan, 2011.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
Do you need to deliver an effective service to challenging and unreasonable internal or external clients? Do you worry that you'll lose business or take a reputational hit if you don't do so well enough? This book introduces a valuable set of tools through which to build, maintain and manage your client-facing relationships.
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Oade, Aryanne.
Managing Challenging Clients : Building Effective Relationships with Difficult Customers.
Basingstoke : Palgrave Macmillan, ©2011
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Aryanne Oade
ISBN: 9780230358997 0230358993 1283361221 9781283361224
OCLC Number: 767502897
Notes: Your client's internal agenda.
Description: 1 online resource (193 pages)
Contents: Cover; Half-Title; Title; Copyright; Contents; About the Author; Note from the Author; Acknowledgments; Overview; How to Use This Book; 1 handling challenging client behavior: Iit's your responsibility; Your responsibility as a supplier; The challenge of being a supplier; The role of supplier; Reluctant clients; The client remains the client; when it goes wrong; handling angry clients; asking the right question in the right way; The benefits of taking responsibility; Challenging, awkward clients; Questions to encourage your client to think; neutral tone; understanding the dynamics. Your challenging clientsRetaining customers, ceasing to work with customers; summary and next chapter; 2 Reputational risk: Your client's dilemma; Clients who place their trust with you; Your client's dilemma; Challenging dynamics; Toxic client situations; The office manager; The valve manufacturer; Case study 1: risky proposition; Risky proposition: analyzing the dynamics; Building influence with customers facing reputational risk; stepping into the breach; Your challenging clients; summary and next chapter; 3 Controlling clients: Tthe interconnected issues ofcontrol, involvement, and trust. Clients who let you manage the projectClients who don't relinquish control; working with controlling clients; Controlling behavior: an attempt to meet an inner need; driven to control: inner motivations; Counter-productive strategies; Examples of clients with a high need to control; internal characteristics of controlling clients; Control: an internally derived choice; A non-controlling alternative; involvement, trust, and boundary management; difficulty with trust: an example of controlling behavior; Controlling, untrusting behavior: intra-personal factors. Client sensitivity and blindness: managing unspoken expectationsThe high price of control; Your challenging clients; The challenge of working with a controlling client; Case study 2: controlling temper; Controlling temper: analyzing the dynamics; The pitfalls of trying to control a controlling client; Remaining committed to involving your client; when and how to involve a controlling client; The business benefits of involving a controlling client; Earning and keeping your client's trust; Becoming too unguarded; using your freedom wisely; Your challenging clients; summary and next chapter. 4 Maintaining the balance: Clients who take advantageChallenging clients; straightforward clients; pushing the boundaries; Compromised relationships; Quality of dialogue and relationship; Case study 3: professional dilemma; professional dilemma: analyzing the dynamics; Your challenging clients; Resolving the underlying dilemma; Clarifying the choices; Taking a stand; Clarifying the boundaries; Your inner wisdom; Your challenging clients; summary and next chapter; 5 trouble with responsibility and commitment: Customers who say one thing and do another; uncommitted, irresponsible clients.

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Do you need to deliver an effective service to challenging and unreasonable internal or external clients? Do you worry that you'll lose business or take a reputational hit if you don't do so well  Read more...

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'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 Read more...

 
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