Need a crash course in client service, or just a few good new ideas? Clientship: Building Client Service Bridges to Profitability is a hands-on, workbook-style publication that will start you thinking about ways to improve client relationships. Because when you get down to it, client service can make—or break—your firm’s reputation. Client service techniques don’t require large capital investments—they’re inexpensive, practical, and can be implemented in a short period of time. It’s a core issue for every firm, and this workbook gives valuable client service lessons that you can tailor to your firm. It discusses issues such as how to develop team service skills, what to do when service fails, and much more.

Need a crash course in client service, or just a few good new ideas? Clientship: Building Client Service Bridges to Profitability is a hands-on, workbook-style publication that will start you thinking about ways to improve client relationships. Because when you get down to it, client service can make—or break—your firm’s reputation. Client service techniques don’t require large capital investments—they’re inexpensive, practical, and can be implemented in a short period of time. It’s a core issue for every firm, and this workbook gives valuable client service lessons that you can tailor to your firm. It discusses issues such as how to develop team service skills, what to do when service fails, and much more.

Introduction • Prologue: A Client for Life • Just How Important Do Your Clients Think Service Is? • How Customers See Service • Client Service as a Set of Products • Measuring Your Success in Service Delivery • Seven “Killer” Clientship Strategies for the 21st Century • The Awesome Customer Service Organization • Developing Team Service Skills • Personal Mastery Tool Kit • Technology and Client Service • Service Guarantees • Recovery—What Happens When Service Fails? • Client Service Leadership • Appendix: Client Service Team Manager