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"Up
to 75% of lost business is lost on the first contact"
A client's first and possibly only encounter with your firm is likely to
be with your support staff, either face to face or on the telephone.
Reception, secretarial and legal support staff all play a vital role in
shaping clients' perceptions of your firm.
How can
your support staff make sure
that your existing clients remain clients and that any
new contacts are turned into valuable new client relationships?
At its most elementary, Client
Care is about reminding staff to answer the telephone promptly, politely
and efficiently. But, armed with the right skills, your support staff are
a valuable resource. They can build positive client relationships that
will bring sound commercial benefits too.
To be effective, this means training staff at all levels, to build
relationships with clients. Your practice will learn more about a client's
business and be able to anticipate future needs. Your practice will be
better placed to retain existing business and identify other products and
services that these clients might be willing to buy from you.
A
Training Programme for Support Staff designed to develop positive client
management skills
Our Support Staff Training Programme enables Support Staff to:
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Understand their role in marketing the firm
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Know how to deal with clients in an informed & helpful way
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Know how to make the right impression when clients come into the office
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To
request further information and detailed training synopses