Client Care Training
Lyons Bowe is a young, energetic and approachable commercial law firm located in the Mendip area of Somerset, which comprises of the towns of Cheddar, Glastonbury, Frome, Shepton Mallet, Street, and Wells. They take pride in the service that they provide to clients whether they are new and developing businesses, young entrepreneurs, established business people or large regional companies. They act for businesses and individuals throughout the South West of England, based in towns such as Bristol, Bath, Taunton and Exeter. They aim to develop long term relationships with clients by providing a first class professional legal service and being committed to the highest standards of client care.
Background
The firm has identified a number of people for this training. This includes those who have some experience as well as those who are relatively new to work and the client contact role. These roles answer the telephone to some clients who are distressed due to their circumstances and convey this distress in the way they communicate. Behaviours displayed include shouting, impatience, not listening etc.
The participants need to be skilled in handling clients both in terms of delivering excellent client care and dealing with these distressed situations.
Need
The specific need was to help individuals develop their skills in handling challenging telephone situations. As a basis for this it was also required to give all participants a foundation in the key skills required for excellent client care.
The training needed to be practical and straight forward to implement.
Activity
We developed a virtual training solution to include participants from multiple offices. This was in three one-hour sessions over a numer of weeks.
The agenda was driven by the needs of the participants and based on conversations with their managers. This tailored approach allways gets better results.
Actions from one part are reviewed in the next part.
Outcomes
The workshops were highly interactive using our virtual training expertise. Particpnats are constantly engaged and either participatong on screen or in breakout rooms.
Each person completed a session with personal actions which were then reviewed with input and coaching from the trainer.
Participant Feedback
This is a screenshot of the feedback from one the sessions.
Client Comment
Client comment to be added.