Lawyers are always exhorted to up their customer service game. But what does this actually mean? Most of us lawyers think we have great relationships with our client, and we do genuinely care about our clients. But is that enough?
"Try harder" just isn't helpful advice for building a law firm that delivers a consistently stellar client experience. This week we are pulling in a customer service expert from Ruby Receptionists. We'll look under the hood to learn about what training and systems allow Ruby to offer the best-in-class service it is known for. Sound Immigration has been a paying Ruby customer for years (we still are), and we've long wanted to hear from them to learn what goes into the secret sauce. We're excited to be able to have them on board for this month's webinar.
Presentation outline
The power of first impressions
Ruby’s focus on the art of first impressions.
Why first impressions matter.
First impressions inventory - activity.
The power of perception
Client perception introduction, Houston airport story.
Advocacy.
Positive Language.
Anchoring.
The power of human connection
Why relationships matter.
Three critical priorities when building relationships with clients (+ introduction to Ruby Service Pyramid).
Tips for creating your own service pyramid.
Service pyramid builder - activity.
Closing
Consistency, keeping yourself (and staff) motivated and aligned, questions
About our speaker
Christina Burns is the VP of Service at Ruby Receptionists and a recognized customer experiences leader. Her blog shares insights and best practices for others in the field and those who want to up their customer service game. She's been in the industry for over a decade and has a passion for helping businesses focus on customer experience as a key business metric. Christina wholeheartedly believes fantastic customer service can make the world a better place.
