Managing Challenging Clients [electronic resource] : Building Effective Relationships with Difficult Customers /
Oade, A.author.
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.
Description based upon print version of record.
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
Your client's internal agenda
Includes bibliographical references and index.
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.
Leadership.
Organization.
Management.
Public relations.
Office management.
Marketing.
Business Strategy/Leadership.
Organization.
Management.
Corporate Communication/Public Relations.
Office Management.
Marketing.