Training Programs

Providing Extraordinary Customer Service (Legal Professionals)

Many firms are finding that it is getting tougher to compete in today's market. One dramatic change that is responsible for this increase in competition is that clients are raising their demands on the level of service they consider acceptable. A level of service that was acceptable to many clients even three years ago, today may create an unhappy client. Everyone in the organization needs to be focused on both their internal and external clients.

A typical firm hears from only 4 percent of its dissatisfied clients. The other 96 percent just quietly go away and 91 percent will never come back. That represents a serious financial loss for the firms, partners, managers and client contact personnel who do not know how to treat clients, and a tremendous gain to those who do.


In This Seminar You Will Learn:

• The benefits of giving great client service — PROFITABILITY
• How successful firms provide great client service
• How to use client service as a competitive weapon
• How you can turn an angry and complaining client into a satisfied one
• How to design an effective client service strategy
• The role leadership plays in client service and training our employees
• How to determine your Client's critical "Moments of Truth" and create a positive experience for each moment