東華大學圖書館 |

Language: English

Help

回圖書館首頁

手機版館藏查詢

Back

Switch To: Labeled | MARC Mode | ISBD

Managing challenging clients = build...

Oade, Aryanne.

Linked to FindBook

Google Book

Amazon

博客來

Managing challenging clients = building effective relationships with difficult customers /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Managing challenging clients/ by Aryanne Oade.
Reminder of title:	building effective relationships with difficult customers /
Author:	Oade, Aryanne.
Published:	Basingstoke :Palgrave Macmillan, : 2012.,
Description:	1 online resource (1 v.)
[NT 15003449]:	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 --
Subject:	Customer relations - Management. -
Online resource:	http://www.palgraveconnect.com/doifinder/10.1057/9780230358997An electronic book accessible through the World Wide Web; click for information
ISBN:	9780230358997 (electronic bk.)

Managing challenging clients = building effective relationships with difficult customers /
Oade, Aryanne.

Managing challenging clientsbuilding effective relationships with difficult customers /[electronic resource] :by Aryanne Oade. - Basingstoke :Palgrave Macmillan,2012. - 1 online resource (1 v.)

Includes bibliographical references and index.

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 --

Do you need to deliver an effective service to challenging and, at times, unreasonable internal or externa clients? Do you worry that you'll lose business, or suffer damage to your reputation, if you don't handle a particular customer well enough? Do you need to improve the quality of your relationships with your clients in order to secure more repeat and long-term business or to avoid your function being out-sourced? Perhaps you want to know how to handle ambivalent and oppositional client personalities. Perhaps you want to become more skilful at handling customers who appear, at times, obstructive to the work they have asked you to do. Or perhaps you simply want to understand how to work more effectively with clients who are, in the main, troublesome and challenging from your first contact with them onwards. If so, this book is for you. Managing Challenging Clients takes you through a highly practical, personal and insightful process. It will introduce you to a valuable set of tools which will enable you to assess how you go about building, maintaining and managing your client-facing relationships. The book will help you to improve the level of influence you achieve with awkward and challenging clients whether they work for your organization or another employer. Managing Challenging Clients will help you to: b5 s Understand how to create and maintain influential, value-added relationships with the most difficult of customers. b5 s Recognise where your responsibilities to your clients begin and end. b5 s Identify the risks some clients perceive that they face when they place their trust and reputation in your hands. b5 s Understand the importance of the interconnected issues of trust, control and involvement to the quality of dialogue you establish with your customers. b5 s Extend the range of influencing options available to you when working with your most controlling, manipulative or unreasonable clients. b5 s Assess at what point to cease working with a particularly challenging client. b5 s Get the best chance of delivering a service which is perceived as value-added even when handling an unreasonable situation and a provoking character.

ISBN: 9780230358997 (electronic bk.)

Source: 381704Palgrave Macmillanhttp://www.palgraveconnect.comSubjects--Topical Terms:

582814
Customer relations
--Management.Index Terms--Genre/Form:

542853
Electronic books.

LC Class. No.: HF

Dewey Class. No.: 658.812

Managing challenging clients = building effective relationships with difficult customers /
LDR:04082cmm 2200373Ka 4500 001 1882844
003 OCoLC
005 20130621115105.0
006 m o d
007 cr cn|||||||||
008 130927s2012 enk ob 001 0 eng d
019 $a 774289000
020 $a 9780230358997 (electronic bk.)
020 $a 0230358993 (electronic bk.)
020 $z 9780230238428
029 1 $a AU@ $b 000048718319
035 $a (OCoLC)767824460 $z (OCoLC)774289000
035 $a ocn767824460
037 $a 381704 $b Palgrave Macmillan $n http://www.palgraveconnect.com
040 $a UKPGM $b eng $c UKPGM $d YDXCP $d E7B $d OCLCQ $d OCLCO
049 $a TEFA
050 4 $a HF
082 0 4 $a 658.812 $2 23
100 1 $a Oade, Aryanne. $3 1097712
245 1 0 $a Managing challenging clients $h [electronic resource] : $b building effective relationships with difficult customers / $c by Aryanne Oade.
260 $a Basingstoke : $b Palgrave Macmillan, $c 2012.
300 $a 1 online resource (1 v.)
504 $a Includes bibliographical references and index.
505 0 $a 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 --
520 $a Do you need to deliver an effective service to challenging and, at times, unreasonable internal or externa clients? Do you worry that you'll lose business, or suffer damage to your reputation, if you don't handle a particular customer well enough? Do you need to improve the quality of your relationships with your clients in order to secure more repeat and long-term business or to avoid your function being out-sourced? Perhaps you want to know how to handle ambivalent and oppositional client personalities. Perhaps you want to become more skilful at handling customers who appear, at times, obstructive to the work they have asked you to do. Or perhaps you simply want to understand how to work more effectively with clients who are, in the main, troublesome and challenging from your first contact with them onwards. If so, this book is for you. Managing Challenging Clients takes you through a highly practical, personal and insightful process. It will introduce you to a valuable set of tools which will enable you to assess how you go about building, maintaining and managing your client-facing relationships. The book will help you to improve the level of influence you achieve with awkward and challenging clients whether they work for your organization or another employer. Managing Challenging Clients will help you to: b5 s Understand how to create and maintain influential, value-added relationships with the most difficult of customers. b5 s Recognise where your responsibilities to your clients begin and end. b5 s Identify the risks some clients perceive that they face when they place their trust and reputation in your hands. b5 s Understand the importance of the interconnected issues of trust, control and involvement to the quality of dialogue you establish with your customers. b5 s Extend the range of influencing options available to you when working with your most controlling, manipulative or unreasonable clients. b5 s Assess at what point to cease working with a particularly challenging client. b5 s Get the best chance of delivering a service which is perceived as value-added even when handling an unreasonable situation and a provoking character.
588 $a Description based on print version record.
650 0 $a Customer relations $x Management. $3 582814
655 4 $a Electronic books. $2 lcsh $3 542853
710 2 $a Palgrave Connect (Online service) $3 1081578
776 0 8 $i Print version: $a Oade, Aryanne. $t Managing challenging clients. $d Basingstoke : Palgrave Macmillan, 2012 $z 9780230238428 $w (OCoLC)761366678
856 4 0 $3 Palgrave Connect $u http://www.palgraveconnect.com/doifinder/10.1057/9780230358997 $z An electronic book accessible through the World Wide Web; click for information
938 $a YBP Library Services $b YANK $n 7274322
938 $a ebrary $b EBRY $n ebr10517799
994 $a C0 $b TEF