Managing Challenging Clients: Building Effective Relationships with Difficult Customers [Paperback]

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.Handling Challenging Client Behaviour: 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

'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 2012

'Aryanne Oade's new book addresses the important issue of creating and maintaining effective customer relationships extremely well. Those of us who supply expertise to clients know that the process depends on an effective and mutually respectful relationship but also that such a rapport is not always easy to alCƒ