EFFECTIVE CLIENT COMMUNICATION FOR LEGAL SUPPORT STAFF
Duration: 1 day
"How support staff can help to build and maintain client relationships"
Secretarial and reception staff have a vital role to play in delivering the firm's standards of service quality and in achieving the desired levels of client satisfaction.
In many cases a client's first experience of the firm is the way they are treated at reception or the way their enquiry is handled on the phone. Managing first impressions and being able to assist the client in an informed and helpful way is a critical part of the role of reception and secretarial staff.
The regular day to day contact with clients is one of the principle ways that secretaries can add value to the quality of service that the firm provides for its clients.
Objectives
This programme will enable secretaries and reception staff:
- To understand their role in marketing
- To know how to deal with clients in an informed and helpful way
- To know how to make the right impression when clients come into the office
Contents
- Understanding the role of secretaries and reception staff.
- Understanding the value of a happy client and the value of repeat business
- Creating the right impression on the phone
- Managing the first impressions with clients in reception
- Controlling behaviour
- Handling difficult clients
- Video "If Looks Could Kill - the Power of
Behaviour"
- Personal action plan
Who should attend:
Secretaries and reception staff who have day to day contact with clients either on the phone or face to face |
To
request further information and detailed training synopses