Service Support: Discover Premium Assistance
Molly Hall McGrath
In the fast-paced world of law firms, client services teams play a crucial role in fostering relationships, improving retention, and driving revenue. These professionals are the first point of contact for clients, providing consistent and timely updates, and offering empathy and assurance during stressful times.
Building trust with clients is essential for these teams, who provide personal attention that makes clients feel valued and heard. A standout client services professional must combine strong communication, organizational, and administrative skills with professionalism, confidentiality, and responsiveness to client needs.
Their responsibilities typically involve greeting clients, managing communications (phone, email), scheduling meetings, coordinating with attorneys and staff, maintaining confidential client information, and supporting efficient legal operations through document and calendar management.
Answering and routing client communications efficiently and professionally is key to ensuring responsiveness. Managing appointment scheduling, meetings, and conference room logistics are also crucial tasks that contribute to a smooth client experience.
In addition, client services professionals often assist with administrative duties such as filing, data entry, and document handling, ensuring confidentiality and compliance with legal standards. They work collaboratively with attorneys, paralegals, and colleagues to support case management and resolve client issues promptly.
In higher-responsibility or leadership roles, these professionals may oversee legal support teams, optimize operational workflows, and partner with legal operations to improve efficiency and use of technology.
Personalisation is key to building lasting client relationships. Investing in the development and training of client services teams gives law firms a competitive edge. Law firms can explore customized programs for leadership, employee training, and client service support to elevate their teams.
A rapid response is crucial for client services in law firms. A survey shows that 78% of clients choose the firm that responds first. Contacting leads within one minute can increase sales conversions by 391%.
Soliciting and acting on client feedback helps law firms improve their services and retain clients. Exceptional client services professionals tailor their approach to meet clients' unique circumstances, concerns, and communication preferences. They excel in communication, turning complex legal jargon into understandable language.
In conclusion, the key blend for excellence in client services in a law firm is organisational competence, a client-focused attitude, legal knowledge, professionalism, communication skills, and teamwork. For more information on empowering legal teams, visit our blogs and weekly podcast episodes at the author's website.
- Molly Hall McGrath, a law firm professional, could benefit from additional training to optimize operational workflows and improve efficiency, as this is crucial for client services teams in law firms.
- To drive revenue and retain clients, it's essential for Molly Hall McGrath, like any client services professional, to tailor their approach to meet clients' unique circumstances, offering empathy and personal attention that requires a combination of finance management, business acumen, and communication skills.
