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Vol 21 No 11 Nov/Dec 2016

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Criminal Injuries Compensation Claims

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Excellent Client Service


ISBN13: 9781853287770
ISBN: 1853287776
Published: February 2003
Publisher: Law Society Publishing
Country of Publication: UK
Format: Paperback
Price: Out of print



Giving good service to clients is one of the most cost-effective means of marketing your firm and building a good reputation. In today's increasingly competitive market, it is a vitally important way to differentiate your firm and to build client loyalty.

Excellent Client Service gives in-depth practical guidance on the issues that partners must understand, address and manage to deliver high quality services consistently and profitably. Written by an experienced solicitor and management consultant, all aspects of practice management touching on client service are covered including:

  • understanding what creates value for clients, both in terms of service delivery and value for money
  • achieving a client orientated culture and motivating staff to accept change to give a service that meets clients' needs
  • selecting appropriate ways to monitor clients' views and actually implementing service improvements
  • developing effective risk management and complaints handling strategies.

Subjects:
Legal Practice Management
Contents:
1. Introduction, 2. The role of client service in marketing, 3. Client's perspectives - what's important to them, 4. The solicitor-client relationship, 5. Value for money, 6. Managing expectations, 7. Risk management, 8. Client service as part of the bigger picture, 9. Motivating your partners and staff, 10. The external perspective: What your client's really think of you, 11. Research to actual improvement, 12. Continuous improvement, 13. Complaint's handling