Retaining and Developing Clients - training for law firms
Client Relationship Management
- CRM tools, processes and methodology
- Capture and use information about your clients
- Define categories in your client base
- Draft account plans for your key clients
- Lock in your key clients - and lock out your competitors
- Build client service teams
- Service review - and service recovery when things go wrong
Client care skills
- Manage client expectations
- Make each client feel that they are your only client
- Full-attention listening - making the client feel valued
- Handle unreasonable demands and impossible requests
- Build partnerships with your most important clients
- Empathy - commercial focus and seeing things from client's point of view
- Balance deference to the client with professional authority
High-value client meetings
- Handling progress meetings
- Handling bad-news meetings
- Taking instructions - focus, listening and understanding
- Service review and post-project debriefs
- Effective meetings management
- Key skills in meetings
Relationship management for PAs and secretaries
- Key principles in building good relationships
- Contribution to managing client relationships
- Key skills in communicating with clients
- Be an ambassador for the firm
- Handle clients when the pressure is on - and stress levels are high
- Empathy with clients - listen, reassure, manage expectations
- Manage the relationship with colleagues in the firm