EFFECTIVE CLIENT CARE
Managing client relationships effectively is the cornerstone for any law firm that is
serious about client care. In today’s competitive environment the key differentiating
factor between practices will be its client service quality.
Sadly, many partners and fee earners still have not got the message with the result that
clients are voting with their feet.
This workshop aims to equip partners and fee earners at all levels with an understanding
of what clients seek in their legal advisers and provide practical tools and techniques
that will assist in enhancing client relationships.
Objectives:
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Delegates will understand the essentials of good client management
Learn how to manage client expectations effectively
Recognize how to add value to client relationships
Contents:
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What clients want and expect from their lawyers
What upsets clients
Our professional obligations – Practice Rule 2
Before accepting instructions - vetting clients and their business
At the outset – client engagement and terms of business
Keeping the client advised of progress
Concluding the matter
Complaints handling – minimizing the damage
The impact of the Legal Ombudsman - LeO
Client feedback
Outcomes Focused Regulation – practical steps
Gaining referrals and recommendations
Outcomes:
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Delegates learn the practical steps they can take to manage client expectations
effectively
Delegates learn how existing client relationships are enhanced and how to
develop effective relationships with new clients
3 hours CPD
Presenter:
Peter Warner
6 hours CPD)