Client-based services like law firms are judged not only on the quality of their work, but also on the quality of their customer service. Providing good customer service is not only important for maintaining current clients, but is also important for attracting new clients.
Build a Reputation for Providing Responsive, Friendly Customer Service
Good customer service for law firms begins with ensuring quick responses to clients. When you’re dealing with a legal matter like an injury claim or a criminal charge, you need to know that your lawyer is easy to reach and quick to respond to your questions or concerns. Clients who have to wait more than a day for a response from their attorney are likely to start getting nervous or even angry, and that can lead to them looking for a different legal representative. Try to respond within 15 minutes.
Emotional response is also a big part of customer service. When your law firm is dealing with personal injury or family law cases, you’re likely to be working with highly emotional clients. This is where your customer service team needs to be trained in empathetic and emotionally appropriate responses. An inability to empathize or at least tactfully interact with emotional clients can result in unnecessary clashes and poor client service.
Tips to Improve Your Law Firm’s Customer Service
Word gets around when a law firm offers poor customer service, and the best way to avoid this is to never allow it to happen in the first place. If you want your clients to give glowing reviews about your professionalism, compassion, and responsiveness, take these customer service improvement tips to heart.
- Set goals for response times to all of your client communications.
- Basic training in empathy and tactful customer relations is a great way to get all of your staff on the same page.
- Make sure you have a good script that receptionists any anybody else answering your phone should follow.
- Discuss email etiquette to ensure that all client emails are answered professionally and in a uniform matter.
Intake Call Centers are a Sure-Fire Way to Improve Customer Service
Alert Communications takes care of these customer service woes with our intake call center services. Our staff is trained to answer all of your client inquiries immediately with professional courtesy and the proper empathetic responses. To get started, fill out our contact form or give us a call at 844-694-6825.