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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 enough? This book introduces a valuable set of tools through which to build, maintain and manage your client-facing relationships.

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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

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Aryanne Oade is a Chartered Psychologist and the owner of an established and successful coaching and development business. Aryanne regularly works with clients on the complex interpersonal issues surrounding working with and managing challenging clients. Since 1994 she has designed and delivered over 150 bespoke executive coaching programmes and over 110 tailored professional skills workshops for managers and leaders across the UK, Europe and North America. Many of these programmes have involved working with clients on client management, client handling and customer service issues. Aryanne 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. Aryanne lives on a non-commercial farm in Yorkshire from where she runs her business.

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