Effective Client Service 1: Making Service Excellence King

Tutor: Andrew Hedley  CPD Hours: 24 hours   Duration: 2 months

Course Cost: £995

The first in a series of two which sets out the key service issues faced by law firms, enables participants to measure their own performance and to develop appropriate service improvement initiatives.

A strategy based on service differentiation coupled with advanced relationship management techniques presents one of the few viable options for building a strong and sustainable competitive advantage.

In a world in which law firms in the same “weight class” are largely undifferentiated, this course will help candidates to identify the key service dimensions on which to compete and to put in place a client feedback programme. Participants will explore client experiences at the numerous and diverse touch-points with the firm and to evaluate the extent to which added-value is created by the service delivered.

Participants will develop a service model which is appropriate to their own situation and the competitive pressures which they face.

This course will help you to resolve these typical business problems:

• Develop a client feedback programme to monitor service experiences.
• Analyse areas where service failure may occur and put in place rectification plans.
• Identify the most important aspects of service on which to compete and where investment should be prioritised.
• Create a touch-point analysis of the firm’s client interfaces.

This course will give you the knowledge and skills needed to identify the key service issues faced by your firm and to put in place a service model which reflects their own competitive position and the challenges faced by their firm.

By the end of this course you will be able to:

• Develop a client feedback programme.
• Understand the client experience at the various touch points with your firm.
• Gauge where most value is added and where investment should be prioritised.
• Map out an approach to service which is tuned to your situation.

Download an application form here