New state and federal legislation, increasingly complex financial laws, rises in litigation and other factors have caused the legal profession to grow dramatically over the past few years. In recent years, law firms all over the country have seen double digit head count growth with some firms averaging growth of over 600 lawyers in a single year. According to American Lawyer, in 2001 alone, the nations’ 100 highest-grossing firms collectively brought in a record-setting thirty-five billion dollars. Yet, all lawyers’ offices, be they large firms on the Am Law 100 or small firms with a handful of partners, must take into account that their growth means greater interaction with customers. Since most legal matters touch upon delicate and stressful matters, it is more important than ever for partners, staff attorneys, paralegals and support staff to be customer service oriented when dealing with their clients. Our Customer Service Training for Lawyers’ Offices focuses on essential customer service concepts and how they specifically apply to the legal profession.

Lawyers’ offices must deal with a steady stream of visiting clients on a daily basis. Our Customer Service Training for Lawyers’ Offices program utilizes a comprehensive yet simple-to-use approach to providing customer service based on need-driven behavior. Based on recognizing the factors that effect customer behavior, our seminar teaches any employee in a lawyers’ office to handle new and existing customers in a professional manner that increases customer satisfaction. Four audio taped and four digitally recorded exercises enable participants to practice new skills and receive immediate feedback and advice to improve progress. Lectures, roundtable discussions and other activities all reinforce the learning process by enabling participants to absorb concepts quickly and effectively. Given that today’s legal market shows no sign of slowing down, it is more important than ever for lawyers’ offices to stay focused on increasing customer satisfaction to protect and increase their client base.

Seminar Objectives:

Participants in the customer service skills training seminar will learn to:

• Provide exceptional customer service to new and existing clients
• Treat all clients in a courteous and professional manner
• Reinforce your law firm’s reputation by ensuring a positive experience
• Practice and learn how to handle difficult or unreasonable customers
• Deal with customer emotions
• Defuse stressful situations
• Educate customers on the legal process
• Acknowledge customer concerns
• Effectively handle all complaints and customer service issues
• Be proactive rather than reactive
• Show empathy
• Gain cooperation from unhappy customers
• Guide customers through paperwork and often confusing legalese
• Work effectively with other attorneys, paralegals and legal staff to reinforce customer satisfaction

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.

Contact us for a free consultation on how we can best service your customer service training needs.