Descripción
CLE: NA*
CPE: NA*
Every law firm makes claims of excellent client service on websites, brochures and proposals but few measure their performance against client opinions. Firms willing to invest time and resources in an effective client feedback program have a powerful tool for demonstrating their commitment to client service and delivering it. Ongoing client service reviews help firms protect important client relationships, prevent client erosion and identify opportunities. They also provide valuable information including: market research; a greater understanding of client expectations and client preferences; an accurate assessment of firm performance; potential service and performance problems; opportunities for growth in a market or practice area and; competitive intelligence. Most importantly, clients welcome the opportunity to provide feedback and recognize that it is a mutually beneficial process. This webinar will provide some practical tips and tools for starting an effective client feedback program in your firm.
Key Topics
- How to get leadership buy-in and support
- Determining the best methodology for your firm
- Identifying and prioritizing clients to interview
- Pre-interview preparation and research
- Developing interview questions
- Reporting
- Creating actionable follow-up strategies
- Benefits to the firm and client
Tool kit provided to participants includes:
- Sample internal and external communications
- Sample interview questions
- Suggested Client Feedback Interview Report Outline
*Click here for more information on CLE/CPE credits.
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