Law Firm Customer Service

Every Touchpoint Counts

As a law firm, you understand how demanding and difficult clients can be. In this training, we will help you learn to provide the kind of exceptional experiences that will turn clients into your best source of new and continuing business.

Every touchpoint—each time a client interacts with your firm—gives you the opportunity for them to become more devoted to you—or have them walk away. All of the client touchpoints are the foundation of your brand. We recommend you do an audit of all your client touchpoints.

Click to download our Touchpoint Audit Worksheet

Contact Laurie now at (248) 761-7510 for Law Firm Customer Service Training.

This program is ideal for employees and managers.

Learning Outcomes

Create a client service best practices strategy
Identify the ways to create long-term relationships with clients
Identify what today’s clients expect, want and need
Explain how to build trust and rapport
Demonstrate how to listen effectively
Demonstrate specific ways to communicate rules and regulations to your clients
Describe methods of communicating bad news
Discuss the difficult clients that you typically face and create a game plan for handling them
Develop ways to provide the kind of experiences to have your clients become a great source of new business
Discuss how to make it easy for your clients to navigate your firm’s processes and procedures

We will customize this program or coaching session to address your wants and needs.

Contact Laurie now at (248) 761-7510 for
Law Firm Customer Service Training.

“Laurie has been a great coach and tremendous help in improving the quality of my presentations. The use of practice sessions / video tools as well as current best practice training were well balanced and supported the learning process. Her openness and honesty as well as willingness to assist in many complementary areas (effective video/teleconferencing, tone, posture, stress management etc.) made her a real pleasure to work with. She has made herself available to support and provide feedback on day-to-day issues/questions during our time together. I fully recommend and endorse her services. ”

—JOE DIZAZZO,
Regional Chief Executive, Latin America Crafts at Coats