ILTA WHITE PAPER: JUNE 2015 WWW.ILTANET.ORG
Yes.
Yes.
Yes.
Yes.
Of
course.
Sure
thing.
I'm
on it.
Done.
Done.
Why
not?
You
bet.
Let's
go.
Let's
do it.
Got
it.
For
sure.
We
can.
We
can.
How do we increase our service while keeping the customer's
perspective of service in view? Our answer is to develop a culture
of yes using a simple cycle of define, communicate, build, monitor
and adjust.
About the Author
Beth Silvers is the Chief Personnel Officer at Taft Stettinius & Hollister LLP. She is
a former practicing attorney and is responsible for leading human resources and
operations at Taft. Beth cares about fostering meaningful connections between
people and their work and was named a 2014 GameChanger by Workforce
Magazine. Contact her at silvers@taftlaw.com.
About the Author
Brian Clayton, Chief Information Office at Taft Stettinius & Hollister LLP,
plays a key role in the use of technology to provide value-added service to
the firm's clients. He is accountable for creating a competitive edge for Taft
using technology, people and process. Brian's areas of responsibilities include
information technology, practice support, litigation support, e-discovery, research
and online subscriptions, and records and docket management. Contact him at
clayton@taftlaw.com.
Increasing our service catalog to provide
the best tools to our customers has
exposed a dilemma: How do we develop
best practices without trapping customers
in a procedural bureaucracy?
21
Sustaining a
Customer Service
Culture of Yes
