The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/271291
WWW.ILTANET.ORG 17 HANDLE WITH CARE Even if you employ these tactics, you cannot get customer service 100 percent right 100 percent of the time. What happens when problems occur? Research shows that customers whose complaints are satisfied will actually use more of your services than they did before the deficient service incident. Be sure your team has a system or protocol for handling unhappy clients, and take complaints seriously. Of course, you cannot offer a free dessert as restaurants do or an upgrade to first class as you find with airlines, but you can ask questions to make sure you understand exactly what happened and what the client expects in return. Doing your best to recover from the mistake is important to the success of your firm. Correcting mistakes and focusing on the six service principles outlined will differentiate you and your firm and ensure that your client views you as a necessity, and not just an amenity. 3. MONITOR SERVICE ISSUES AND EXPECTATIONS Sometimes neither client service nor communication comes naturally to legal IT or attorneys; yet, if they want to survive and thrive, they have to be able to do both. Continuous reiteration by management and ongoing training can help transform the typical law firm culture into a service culture. Conduct quarterly check-ins with your team regarding service issues and their ability to meet client expectations. 4. TALK LESS, LISTEN MORE Clients often say the quality they appreciate most in a legal professional is that he or she "understands my business" and "listens." By the same token, the number one complaint clients have about their contacts at a firm is a perceived lack of communication or responsiveness and a feeling of being out of the loop. Communicate often and remember that clients are both internal and external. Translation: All co-workers should be treated with the same respect and courtesy as a client, regardless of position or pay grade. 5. ENCOURAGE TEAMWORK Each service provided should be understood by everyone across the board. A "not my job" attitude is detrimental to exceptional client service. Though each employee does not need to be an expert in every area, training on how to handle inquiries and how to redirect the client to the person best able to address his or her need is imperative. Rather than allowing people to point to someone down the hall or transfer a call with no introduction, ask each team member to apply a little personal service and try, at every point of contact, to make sure clients are in touch with the right person. This kind of customer service is remembered and appreciated. 6. REGAIN THE LOST ART OF HUMAN RELATIONS In this era of texting, Facebook and other social media platforms, fewer and fewer verbal conversations take place. Phones should be answered promptly, professionally, consistently and with the proper tone. When a call is answered, the focus should be on four basic steps: greeting the client, identifying the firm, identifying whom the caller is seeking and presenting an offer of service. Repeating the other person's name before the call is over reinforces a connection. Encourage face-to-face meetings as much as possible, and remember that each contact is a reflection of the firm's culture. Continuously remind your teams to represent your firm well. Subject: Extranets and Deal Rooms Question: We are starting a review of extranets and deal rooms. Is anyone using technology they really like or don't like? What are the features your users find most beneficial? Read member responses on the Connected Community (connect.iltanet.org) OVERHEARD ON E-GROUPS Do you have a legal IT-related question that you'd like to ask your ILTA peers? With over 50 different e-groups sharing knowledge, you can find a network of members to provide feedback on your specific area of interest. You may also search past e-group threads, and don't forget to provide input if you have expertise in a topic of discussion. To log on and participate, visit ILTA's website and click on E-Groups.