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Top : Customer Service - Legal Sector: Lawyers, those in legal offices and those in the court system often deal with difficult, challenging situations with clientele. Learn more about providing effective customer service in legal and court situation.
Articles:
Teaching Lawyers to Ask About Customer Service - by Dee SchiavelliAccording to the author of this article, lawyers do not typically ask their clients for feedback. Find out why this is so, and pick up a few pointers that will help lawyers think about providing customer service on an on-going basis. Also find out why it is so important for those in the legal sector. (Added: 10-Feb-2010 Hits: 698 )
Delivering Value to Clients - by Art Italo
Excellent questions to ask your client are presented in this article if you are concerned about delivering excellent customer service to your legal client. The primary focus of this article is communication. It is no big surprise that a continual dialogue (talking and listening) with your client can almost guarantee the delivery of value to your client. The article includes questions that need answering at the beginning of your relationship and during your working relationship. (Added: 1-Nov-2004 Hits: 876 )
Six Things That Drive Clients Crazy (And What You Can Do to Avoid Them) - by Ed Poll
Poor Responsiveness is number one on this author's list of things to do if you are not interested in providing your client with good customer service. Some other habits listed are: "lack of innovation, and not letting the client know what is going on. This article also provides cures for each of these (and other) bad habits. See if you recognize your habits in this article. (Added: 5-Nov-2004 Hits: 578 )
HOW TO HANDLE DIFFICULT CLIENTS Pointers That Will Help You Stay Sane and Safe | Law Practice Management Section - by Justice Carole Curtis
Some useful tips for lawyers here, but there's a lot more that can be done to ensure difficult clients do not eat up law office time unnecessarily. (Added: 19-Oct-2011 Hits: 78 )
Client Surveys and Audits - by Patrick J. Lamb
A collection of ideas, tips and thoughts on customer service issues for legal practices (Added: 20-Oct-2010 Hits: 123 )
Customer-driven solutions for Professional Services firms - by N/A
With clientele demanding more services more quickly (and for less money), law firms are turning to information technology partners to give them new tools that respond to specific legal customer demands. Document retention and e-mail storage are high priority issues for legal firms and their clients. (Added: 24-Oct-2004 Hits: 901 )
In Search of Perfect Client Service: The Unique Relationship Between Clients and Lawyers: - by Patrick J. Lamb
Trust me, for a moment at least, that all of the following points eventually will come together.""Every time I have the opportunity, I ask in-house counsel about whether their lawyers conduct formal or informal satisfaction meetings. Almost invariably, the answer is no. I always follow up by asking whether the client would find such meetings useful. With equal frequency, the answer is yes.""From time to time, I ask lawyers whether they conduct formal or informal satisfaction meetings. Almost invariably the answer is no. When explaining why, lawyers almost always say the same thing: if there is anything wrong, my client will tell me. The gist of their point is that their relationship with their client is special and how dare for me for even implying that something so gauche as a discussion is needed. (Added: 20-Oct-2010 Hits: 140 )
Bad Clients - 5 Bad Clients to Avoid Representing - by William Pfeifer
One of the best ways to maintain good relationships with clients is to avoid the bad clients in the first place. There are certain types of people that smart lawyers have learned to avoid representing whenever possible.""This doesn't necessarily mean turning down cases where the lawyer disapproves of what the client did. The practice of law often involves representing people who have done really bad things, and some of those people can actually be great clients.""People with certain attitudes and opinions can make a lawyer's life a nightmare if he or she makes the mistake of taking that person as a client. The following are some of the people that it would be wise to avoid representing. (Added: 19-Oct-2011 Hits: 55 )
Lawyers as Leaders of Change in Customer Service by Professionals - by Matthew Buchanan
Read one lawyer's opinion of the general decline of customer service within virtually every service and industry. The author has some strong thoughts about improving customer service in the legal services sector. (Added: 23-Mar-2006 Hits: 758 )
The Top Ten Customer Service Questions That Lawyers Might Ask Their Clients - by Alvah Parker
Basic but might be useful. Includes ten questions lawyers and others in a law practice can ask customers and clients to gather feedback about customer satisfaction. (Added: 19-Oct-2011 Hits: 55 )
Fred Gray emphasizes service in his talk on the legal profession - by Franklin Crawford
Caveat emptor, legal eagles: The law is first and foremost about customer service. ""The legal profession is really a profession of helping people, that's what it's all about," said Fred Gray, legendary civil rights attorney, during his talk "Why Do You Want to Be a Lawyer?" Feb. 21 in Anabel Taylor Auditorium at Cornell. "One of the profession's greatest satisfactions, Gray said, comes when "you can see that as a result of something that you did, you were able to help somebody else, who, but for your actions may not have been able to enjoy [certain] rights and privileges (Added: 23-Jan-2006 Hits: 406 )
Online Lawyers: Starting to Click - by Ted Popper
Entrepreneur Dmitry Shubov says shopping for legal advice online helps both clients and lawyers. Some in his profession aren't so sure. (Added: 24-Oct-2004 Hits: 769 )
Lean Six Sigma | Legal Industry | Process Improvement | Practice of Law - by PETE ABILLA
Not directly about customer service but related. Eric shares his thoughts about Lean and Six Sigma in the practice of law, a service operation and how to best meet the demands of efficient delivery of legal services, lower costs, budget predictability, quality work, and value for fees. (Added: 19-Oct-2011 Hits: 72 )
Turning the Courts into Public Servants - by Wendy R. Leibowitz
If the courts really took the lead in changing the profession, by, say, implementing technology to streamline processes, the profession would follow suit. As one lawyer put it, "If the judge says to come into court wearing a clown's red nose and walking on your hands, we'll do it." (Added: 24-Oct-2004 Hits: 599 )
Difficult Clients - ABA Journal - by James W. McElhaney
While the article doesn't offer solutions, it does help raise awareness of the particular kinds of difficult clients lawyers are likely to see. (Added: 19-Oct-2011 Hits: 64 )
Legal Business Development: Should you sell during client satisfaction reviews? - by na
When I talked to experts for my recent posts on client satisfaction reviews, I found differing views on many details. But one thing that everybody agreed on was the purpose of the interviews: as Gerry Riskin put it “to listen and learn, not to sell.” Michelle Golden said it more strongly: “When the marketing starts, it is quite clear that you're not just there out of sincere interest in the customer's feelings, you're also there to make more money. Never, ever, mix caring for the customer with something so self-serving.” Then Patrick Lamb wrote: “I could not agree more strongly with Michelle Golden that these encounters should not be for marketing. Talk about snatching defeat from the jaws of victory.“""Wait, did I say everybody agreed? Not Steve Bell, Director of Sales at Womble Carlyle, who recently emailed that “purists suggest that proactive ideas (aka selling) should not take place at a client service review. I say ‘humbug.’” (Added: 20-Oct-2010 Hits: 102 )
A Reshuffling of the Legal Profession - by Jerry Lawson
Thousands of entrepreneurs and investors overestimated the short term changes that the Internet would cause. Today the inverse error is in vogue. Most people underestimate the significance of the long range changes that the Internet will bring about. (Added: 24-Oct-2004 Hits: 704 )
Managing Client Perceptions - by Art Italo
Do you know what the specific expectations your client may have about you and your service? It's an aspect of legal customer service that seems to be often overlooked. This article is a reminder that a client's perception is based on insufficient information about your legal methods and services. And that it is important to maintain constant communication with your client about his or her expectations. (Added: 1-Nov-2004 Hits: 579 )
How to deal with the difficult client during the retainer: Five tips to stay sane and stay in practice - by Carole Curtis
Lawyers deal with often upset, angry, and sometimes desperate clients who are sometimes potentially violent and dangerous. here are five tips for dealing with difficult clients within a law office setting. (Added: 19-Oct-2011 Hits: 71 )
Client Rights - by n/a
This article is an in-depth discussion of the 10 basic rights a client should expect to receive from his or her legal counsel. Legal clients are entitled to: respect, control, competence, attention, loyalty, the truth, efficiency, budgets, a fair-written agreement, and lastly, reasonable bills. Read the article for more information. (Added: 14-Nov-2004 Hits: 682 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.