CUSTOMER TRAINING 101
When it comes to customer service, family law can be unique. High emotions, different personalities, difficult clients…all of these can be an eye-opener for a new assistant.
Knowing what to expect – and how to handle it – can make all the difference in providing your clients with a positive experience.
That positive experience can make all the difference in whether a client refers business to you or your competitor.
Training That All Family Law Staff Should Have
It’s rare that, without training, new staff is able to recognize when a client is asking for legal advice, or how to answer a client question without it being construed as legal advice.
And if some of those highly turbulent situations aren’t handled with a certain amount of care, it can cost the firm thousands – both in lost referrals or potential bar complaints.
Customer Service 101 for Family Law
The building block of how to provide quality customer care in family law.
- What the client journey is, how it affects referral business, and why referral business is important for family law firms
- How first impressions can make all the difference at the beginning of the client relationship and steps to take to make a positive first impression
- The difference between making a positive impression by phone and in person, with examples of how to do both
- How to keep the client on topic during a conversation (even if they're being difficult)
- What to say - or what not to say - to a client that is demanding an immediate answer
Ready to Get Started?
Get the tools you need to properly train your staff, quickly and effectively.