Course Outline
In professional services, delivering exceptional client service really matters. We all believe that we're providing a great client service, but what can set your firm apart from your competitors and how can you improve on this?
In a workshop setting, we will explore why this is such an important aspect of professional working life.
Based on some typical cultures and behaviours and with regard to the SRA Principles and particularly paragraphs 3 and 8 of the SRA Code of Conduct, we will then delve into what exceptional client service can look like, from the initial client contact to the closing client experience.
What the course covers
- Reminding lawyers of the SRA Principles and paragraphs 3 and 8 of the SRA Code of Conduct
- Enabling lawyers to identify what outstanding client service looks like and importantly what it isn't
- Equipping attendees with the tools they can use to improve their own level of client experience and the standard of work delivered
- Enabling them to gain a better understanding of the client's position – we all talk about "walking in our client's shoes", but what does this really mean?
- Supporting lawyers to understand how the language they use can impact the client's experience and view of their firm – the importance of being a chameleon
- Assisting fee earners to understand the importance of building a rapport with clients and how to go about this – what do we mean by "adding value"
- Enabling lawyers to understand how complaints can arise and the steps that can be taken to mitigate this risk
Note: This is ideally a 2-session course in a workshop setting
Course Details
- Category
- Professional Skills
- Topics
- Professional Skills
- Duration
- 2.5–3 hours
- Delivery
- In-person or online
- Level
- All levels