Caring for and advising clients requires specific communicative skills. Besides specialised knowledge, also of great importance in achieving client satisfaction and referrals is your attitude and contact to clients.
This seminar block aims at screening your communicative behaviour with clients, to reconsider your inner attitudes to clients and to correlate attitudes and communicative behaviour with the success of your law firm.
This seminar's goal is the continuous improvement in the quality of services to the client and the improved handling of complaints by laying down strict and systematic procedures.
• What does "quality" mean as a business philosophy
• How does a high standard of quality have an effect on the first contact and later interactions with clients?
• The course of a conversation
• Client-orientated behaviour and atmosphere of conversations
• Communication over the telephone
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• Causes of and wishes in case of complaints
• Reaction to and behaviour in case of complaints
• How to handle difficult situations
• Assessment following a client contact
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