Client Service for Law Firms

The legal profession is faced with an uncertain future with increasing levels of competition as firms strive to differentiate themselves. The key to future success is to optimise the client service your firm offers.

There is far more to client service than sending a client care letter. Firms need to become truly client focused. Creating a client-centred culture that permeates the entire firm enables close alignment to clients' needs, helping you to establish a differentiated position in your market. This informative and practical book:

• places client service at the forefront of marketing and practice development strategy
• promotes the need to understand client needs and to design services that meet them and deliver profitability
• looks at what creates value for clients in different types of client relationship
• considers how to use financial information to inform a pricing strategy
• takes account of the impact of the Legal Services Act 2007
• analyses client related risk management and rules 2 and 5 of the Solicitors' Code of Conduct 2007 including complaints management
• draws on the guidance in the Law Society practice notes on client service related issues and outlines how Lexcel, the Law Society's practice management standard, can act as a catalyst for change towards a client focused management.

User-friendly features such as checklists, diagrams, chapter summaries and highlighted management implications make this a particularly clear guide to delivering consistent client service.