Год выпуска: 2012 Автор: Paul Glen, Maria McManus Издательство: Страниц: 118 ISBN: 0971246815
Описание
If you have clients, at some point youa??re going to have an unhappy one. Everyone does. Successful professionals are not the ones who never have client problems, but the ones who handle those problems well. This book offers simple, effective guidelines for managing client and stakeholder conflict. These eight easy steps will help you resolve the emotional disruption, fix the problem, and strengthen your clienta??s confidence in you and your service. When clients complain, most of professionals want to rush right into addressing the issue that the client complained about. But in most cases, thata??s the worst thing you can do. You need fix both the problem and the relationship. Too often, the problem gets fixed, but the relationship and the clienta??s trust remains damaged. Trust is a delicate thing, and once violated, very difficult to restore. This book provides a no-nonsense, systematic approach to neutralizing the client's negative emotions, reframing the client's understanding of...
