Client service is a differentiator.
In today's legal market, delivering exceptional client service is imperative. However, achieving this level of service requires more than just intent; it begins with a dedicated approach to client service.
This 6-module digital learning series is designed to help everyone at all levels in the firm adopt a client-service mindset.
Created for both lawyers and staff.
Internal client service affects external client service.
How is client service a differentiator?
What does it mean to develop a client-service mindset?
What does it mean to deliver exceptional client service?
How does the client service we deliver internally affect the service we provide to our external clients?
How can we deliver exceptional client service on a day-to-day basis?
How can active listening contribute to delivering exceptional client service?
And many more…
This series addresses questions such as:
Ensure everyone in the firm recognizes the importance of client service.
This series includes the following SkillBursts, each running approximately 3.5-15 minutes in duration. Each course was designed just for law firms, can be branded to the firm, and is customizable – so you can tailor the details to the specifics of your firm’s culture, environment, and expectations.
| Adopting a Client-Service Mindset (15 minutes) |
In today's legal market delivering exceptional client service is imperative. But exceptional client service doesn't just happen. Delivering exceptional client service starts with adopting a client-service mindset. What does that mean? What does that look like? And how can you adopt and demonstrate a client-service mindset? Let's take a closer look. |
| It’s All in the Details: The (Internal and External) Client-Service Imperative (12 minutes) |
Our clients' experience with the firm is made up of countless small (but important) details none of which can be ignored or taken for granted. Simply put, anything a client may perceive as sub-par service can signal a lack of commitment and cause clients to wonder "What else could my lawyer be missing?" In this module you'll learn how internal client service directly impacts the service we provide our external clients as we apply five client service fundamentals to ensure that you don't let any details fall through the cracks. |
| The Six Truths of Client Service (13 minutes) |
Delivering exceptional client service can be the difference between keeping and losing a client. Knowing how to actually deliver this level of service day in and day out is where the challenge lies. In this module we’ll explore Six Truths of Client Service to guide your day-to-day interactions and ensure that you are providing an experience that clients will appreciate and value for years to come. |
| Communication Skills: Listen Up! - Lawyer Edition + Staff Edition (9 minutes) |
To improve the quality of your relationships, build a foundation of trust and respect, and interact with others in a way that fosters a greater sense of inclusivity there is one fundamental rule that applies. In this module we encourage some interactive self-reflection on your communication habits and beliefs, explore the fundamental rule of communication, and explore practical tips for putting it into practice. |
| Serving Your Clients in a Time of Uncertainty (3.5 minutes) |
Delivering exceptional client service is always important. But when your clients are going through a challenging time it becomes even more important. Client service is not just about responding to clients when they reach out to you with a need - it is about being proactive in looking for opportunities to be helpful. We'll explore five ways you can serve your clients well amid uncertainty. |
Everything you need to build a foundation for exceptional client service.
Series includes
6 modules designed just for law firms
Optional firm branding of each course
Optional customization of each course
Accompanying job aids or handouts with most courses
Facilitator guides so you can leverage the digital courses into expanded live, personalized training discussions
Delivery of courses as SCORM files for hosting on your LMS or through our web-based training platform
Printable certificates of completion (when hosted on our platform)
Pricing
Pricing for this pre-packaged series is based on the firm size and the duration of the subscription. Two-year and three-year subscriptions are available. The more series you license, the more you save! Contact us for limited-time preview access and a firm-specific quote today.
Optional Add-On: Custom-Developed Courses
Looking for even more to round out the Client Service topics you provide to your lawyers and staff? Let us develop a firm-specific course – or series of courses - just for you.
Flexible Delivery Options
If you leverage our platform, we’ll provide a firm-branded, web-accessible site featuring all of the modules you’ve licensed. You’ll also have access to an easy-to-use Administrative Control Panel, through which you can easily add new users, organize them into groups, send email announcements and assignments, and run reports on usage.
User access is straightforward and intuitive. And automated reminders and reporting capabilities make administration a breeze.
And if you’ve got your own Learning Management System (LMS) that you’d prefer to host the courses on, we can accommodate that, too.
Client service is our specialty
“I have had nothing but great support from [the team]. They always turn around any requests promptly and do so with such professionalism.”
“We’ve had really great support from SkillBurst.”
“The team has been amazing.”