The Art of Client Service

Manage clients and build lasting professional relationships in the age of AI

Much has changed in client work and account management in the last ten years: there has been the rise of client procurement, a sharp decline in agency compensation, the sudden emergence of artificial intelligence, the growth of remote work, the influence of social media, and the regressive devaluation of creative work. The new, fourth edition of The Art of Client Service preserves what remains timeless from the book’s previous editions while addressing these subjects that have transformed how client service professionals work.

Six core principles explain what stellar account management tradecraft looks like. There’s a timely discussion of artificial intelligence, a conversation about what’s good and not-so-good about working remotely, and advice from a wide range of industry experts and authorities.

Readers will also find:

• Practical advice for account professionals at every career stage, from entry-level coordinators to senior agency leaders and executives
• Guidance on navigating the chaotic, fast-paced realities of client-facing work while maintaining professionalism and delivering consistent results
• Real-world wisdom distilled from decades of experience helping account managers build stronger, more productive client partnerships

The Art of Client Service is the classic guide for anyone seeking to become an accomplished, confident, and capable client service person.