Synopses & Reviews
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.
Review
"This stimulating and readable book challenges Aryannes 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. Aryannes 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 readers 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
Synopsis
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.
About the Author
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 York Institute of Directors Breakfast Meetings on 'Politics, Power and Profit'; and once at the British Psychological Society's Annual Conference on 'Stress Levels Among South Yorkshire Probation Officers.' She is a member of the British Psychological Society's Special Group in Coaching Psychology and holds general membership at the Division of Occupational Psychology. She is also a Member of the Association for Coaching.
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