| Event Date: | Please enquire | ||
| Venue: | In House - at your offices | ||
To introduce practice managers, lawyers and client managers to the power of what can be achieved through excellent client service; understanding the client's experience and how they evaluate it. Upon completion participants should be able to describe what an excellent customer experience looks like for your firm and have a clear understanding of how to ensure that it is delivered consistently.
Overview: Providing an excellent client experience - the way in which you and your firm serve your clients - may well be the only real competitive differentiator that you have. The client experience describes a client’s overall cognitive and affective response to the service you provide.
For example, a client receiving a piece of marketing material which results in a call or visit to the firm will have an experience that exists across a number of touch-points, e.g. your car-park or telephone system, your employees including reception, secretarial and legal staff, your business processes and the general physical evidence of your firm, e.g. your offices. In order to provide an excellent customer service, your people must be able to understand what it is that different clients value; also what challenges a business faces in delivering an excellent customer experience/service.
Who should attend: This course will benefit practice managers, fee earners, support staff and partners in providing them with a clear understanding of what is needed to deliver an excellent client experience and a highly satisfactory service. Skills Gained: Upon completion of the course participants will understand and be able to describe:
Presenter: Lee Williams
Prerequisites: None
|
|||
Request more information on this topic
