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Wildy’s Book News

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Vol 21 No 9 Sept/Oct 2016

Book of the Month

Cover of Goode on Commercial Law

Goode on Commercial Law

Edited by: Ewan McKendrick
Price: £170.00

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Secondhand & Out of Print

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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.

Legal Practice Management
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