Healing Client Relationships: A Professional's Guide to Managing Client Conflict - Softcover

Glen, Paul

Softcover

ISBN 10: 0971246807 ISBN 13: 9780971246805

Publisher: Professional Service Pub, 2001

Synopsis

Can You Afford to Lose Clients?

Long-term client relationships are the life blood of a professional service practice, but too often, professionals lose clients through conflict. This book will show you how to manage client conflict and restore relationships to health and profitability. Whether you are a solo operator or part of a worldwide firm, healing client relationships is a critical part of your job.

In the book, you will learn:

+ What to do when a client complains
+ How to take control of conflict
+ How to handle emotional clients
+ Why clients become dissatisfied
+ How to avoid making things worse
+ How to prevent conflict

About this title

About the Author

Paul Glen is a management consultant, professional speaker, trainer, and educator. He founded C2 Consulting and the Technical Consulting Skills Institute (TCSI) to help advance the management of IT organizations and projects.

Mr. Glen is a part-time faculty member in the MBA program at the University of Southern California’s Marshall School of Business where he teaches a second year elective course that he designed on e-Business Strategy. He has also taught in the MBA program at Loyola Marymount University.

Mr. Glen received his MBA from the J. L. Kellogg Graduate School of Management at Northwestern University with majors in marketing, organizational behavior, and strategy. He received a BA from Cornell University with majors in computer science and mathematics.

Mr. Glen has more than a dozen years of experience delivering and managing IT related products and services.

Mr. Glen is a Professional Member of the National Speakers Association and is affiliated with the Institute of Management Consultants, the American Society for Training and Development, the Academy of Management, and the Professional Coaches and Mentors Association.

Edition details

• Publisher: Professional Service Pub
• Publication date: 2001
• Language: English
• ISBN 10: 0971246807
• ISBN 13: 9780971246805
• Binding: Paperback
• Number of pages: 128