It happens, it shouldn’t, we do our best to avoid it but occasionally, it happens. The client does not get the service they or we expect, so they call us and they are angry. So what can we do?
ITD Work style model to understand personalities at work
ITD work style model There are many models for understanding personality at work. We use Thomas International if a full blown psychometric report is required. There are many others, and they are all based on Carl Jung’s 16
Working with different styles – Direct
A person with a direct work style, or some of the direct behavioural traits, can be one of the most challenging to work with. They are characterised by; focus on getting things done, impatience in meetings, disinterest in chit chat,
What is outstanding service and how can we give it?
We’re always being told to give outstanding service. We’re told that service is everything and that we need to focus on the service we give. But what is outstanding service? Let’s take a look at the service we receive from
How can any person in a sales or service role get closer to their clients and win more business?
How can any person in a sales or service role get closer to their clients and win more business? It’s not a new idea but it is one which many of us could reflect on… By getting better at
How should we handle an angry client? Step 1 = Let them talk!
It happens, it shouldn’t, we do our best to avoid it, but occasionally it happens. The client does not get the service they or we expect, so they call us and they are angry. So what can we do? Lots
How important is the PA’s / Secretary’s role in giving outstanding client service?
When a client selects and works with a law firm they do this based on a number of criteria, depending on their needs. The technical ability of the legal team and experience of the lawyers is typically crucial. But in