Effective Client Service 2: Creating a Continuous Service Improvement Approach

Tutor: Andrew Hedley  CPD Hours: 16 hours  Duration: 2 months

Course Cost: £995

The second 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.

What happens when service goes wrong? What procedures are in place to identify and rectify service failures? Can the firm create a client satisfaction uplift by the way in which it deals with service failures and responds to client concerns and complaints? How can the firm learn from what has gone wrong in the past in creating a culture of continuous service improvement?

These are the key issues which participants will address in the second component of the Effective Client Service in Law Firms course. They will explore service failure using proven models and propose simple but effective methods to improve the consistency of service experience within their firm, coupled with a programme of continuous improvement which engages the whole firm in a commitment to service excellence.

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

• How to deal with service failures effectively and preserve business relationships.
• Learning from past problems and putting in place processes which minimise the chances of them reoccurring.
• Improving client service and achieving consistency.
• Getting the whole firm to be committed to service excellence.

This course will give you the knowledge and tools to explore common causes of service failure and to develop simple but effective methods to improve consistency and effectiveness.

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

• Understand the points at which service issues are most likely to occur.
• Propose simple but effective ways in which service failure may be eliminated.
• Articulate the importance of consistency of approach in creating a positive client service experience.
• Put commitment to, and excellence in, client service high on the firms agenda.

Download an application form here