All businesses know that customer loyalty is paramount to their long term sustainability. Law firms can build loyalty through first class client service - from the first meeting, right through to the final bill and on to the next instruction or referral. But what if the client is not happy about the service received? How can law firms manage this opportunity? This seminar is for senior managers who are responsible for client service and covers:

Top tips for a first class client service

How to spot the outliers

How to help your client tell you if they are unhappy

How to resolve a complaint

What to do if the worst happens

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