It’s no secret most if not all lawyers are a failure in customer service. New legal experts come out each year. In the same manner, customer service is turning out as the biggest difference once clients choose their legal counsels.
What do Litigations lawyers have to do? First and foremost, customer satisfaction is a major factor. They should devote more time to read materials such as books, journals, and online articles that teach service providers especially lawyers on how to enhance customer relations.
Make people feel attorneys are listening and commiserating with them.
Handle their expectations. Understand that ordinary laymen are not familiar or patient with legal terms and codes. They get discouraged easily. For example, clients don’t really accept that it takes so long for cases to be resolved or for judges to make decisions.
When someone calls a law office, that person does not get the opportunity to talk with a lawyer right away. The receptionist, clerk, or legal assistant usually answers calls and gives out initial information. These employees must also be trained in proper customer service. Their conduct and manner of addressing concerns of clients reflect on the attorneys of that firm.
Remember this always: First and final impression counts. The Litigations attorney has to create trust and close the case. In other word’s it’s equally important to end everything well. Follow up with this particular client and thank the person for acquiring your services. This experience should be the same for other people. Or else, the growth of your law firm will become stagnant.
Lawyers should be responsive and answer correspondences at the appointed time.
Be ready to cooperate with other legal counsels and representatives of clients. It’s crucial to become a team player and keep the team intact.
Listen carefully to what other peoples are saying; what they are not saying; and, how they say things. Conduct personal visits more often to know more about clients and their environments.
Get comments, reactions and criticisms from clients. This approach will allow attorneys to improve their services and take action proactively. Don’t forget to prepare a comprehensive client policy.
Utilize technology and applications that enhance delivery of services. Understand where the individual is coming from. Strive to discover their problems and possible opportunities. Produce effective solutions for their dilemma.
Provide training on customer service for young attorneys and legal staff. This topic should be on the agenda of regular law company meetings.
Don’t forget to check the website of Selectedly from time to time.