Excellent client service : strategies for success
著者
書誌事項
Excellent client service : strategies for success
Law Society, c2003
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注記
Includes bibliographical references and index (p. [157]-160)
内容説明・目次
内容説明
This volume provides in-depth practical guidance on the issues that partners must understand, address and manage to deliver high quality services consistently and profitably. Written by an experienced solicitor and management consultant, all aspects of practice management touching on client service are covered, including: understanding what creates value for clients, both in terms of service delivery and value for money; achieving a client oriented culture and motivating staff to accept change to give a service that meets clients' needs; selecting appropriate ways to monitor clients' views and actually implementing service improvements; and developing effective risk management and complaints handling strategies.
目次
1. Introduction, 2. The role of client service in marketing, 3. Client's perspectives - what's important to them, 4. The solicitor-client relationship, 5. Value for money, 6. Managing expectations, 7. Risk management, 8. Client service as part of the bigger picture, 9. Motivating your partners and staff, 10. The external perspective: What your client's really think of you, 11. Research to actual improvement, 12. Continuous improvement, 13. Complaint's handling
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