- * Intermediate/Introductory
Delivering excellent client service is an important element in every law firm, but doing the right thing all the time does not happen by accident. Delivering quality client service requires knowledge, forethought, devotion and a great deal of concentrated effort. To achieve quality in the delivery of client service, a specific set of strategies must be followed and what leaders do in this area has more influence over the quality of client service than any other single factor.
This course explains exactly what you must do in order to build a winning client service team.
Who will benefit?
- * The course has been designed for anyone who oversees the client-service operation within a law firm
- Managers who know that the team could be performing more effectively and want practical tips and solutions for performance issues
- Those wanting to provide their own team training on customer service standards and need some guidance on putting together an effective programme
- Managers who feel they have team members who do not understand client service and the impact their behaviour can have on colleagues and customers alike
By the end of the course you will be able to:
- * Understand what customer focus means in practice and how to encourage this within your team
- State the leader's role and responsibility in respect of both internal and external customer service
- Understand the need for clear communications
- Deal effectively with customer complaints and encourage empowerment of your team