Rely on the most comprehensive, up-to-date legal content designed and curated by lawyers for lawyers
Work faster and smarter to improve your drafting productivity without increasing risk
Accelerate the creation and use of high quality and trusted legal documents and forms
Streamline how you manage your legal business with proven tools and processes
Manage risk and compliance in your organisation to reduce your risk profile
Stay up to date and informed with insights from our trusted experts, news and information sources
Access the best content in the industry, effortlessly — confident that your news is trustworthy and up to date.
Find up-to-date guidance on points of law and then easily pull up sources to support your advice with Lexis PSL
With over 30 practice areas, we have all bases covered. Find out how we can help
Our trusted tax intelligence solutions, highly-regarded exam training and education materials help guide and tutor Tax professionals
Regulatory, business information and analytics solutions that help professionals make better decisions
A leading provider of software platforms for professional services firms
In-depth analysis, commentary and practical information to help you protect your business
LexisNexis Blogs shed light on topics affecting the legal profession and the issues you're facing
Legal professionals trust us to help navigate change. Find out how we help ensure they exceed expectations
Lex Chat is a LexisNexis current affairs podcast sharing insights on topics for the legal profession
Discuss the latest legal developments, ask questions, and share best practice with other LexisPSL subscribers
“The customer is always right” is not a particularly popular mantra amongst lawyers, perhaps because the nature of the work involves professional guidance which may sometimes run counter to what a client thinks is “right” or challenges their way of doing things. However, good customer service (or client satisfaction, if you prefer) is a crucial ingredient for any successful lawyer-client relationship.
Rather than “service with a smile” [or insert any other customer service cliché you can think of here], the measurement of client satisfaction is primarily correlated with practical outcomes. Developing soft skills such as good listening techniques, the avoidance of legalese, and timely replies will give you the edge, but only if favourable results are achieved; if you lose your client’s case a friendly approach will only go so far!
Speaking at an event marking the publication of a survey which noted the growing importance of “customer service” for clients choosing a lawyer, the former legal ombudsman Adam Sampson (before he resigned over controversial travel expenses) told lawyers that modern clients “don’t need what’s in your head because they can find it [on the internet] … What they need is for you to interpret, package and systemise that knowledge, and to help them deploy it in the interests of what they’re trying to achieve.&rd
Access this article and thousands of others like it free by subscribing to our blog.
Read full article
Already a subscriber? Login
0330 161 1234