“Attorneys
everywhere are being forced to reconsider their definition of service and how
they approach client satisfaction,” says Nelson. “It’s more than just providing
excellent lawyering. Clients expect that. Attorneys must consider how legal
expertise is actually conveyed to the client. That means everything from
promptly delivered phone calls and emails, to the best methods to keep the
client appropriately informed and prepared, to a legal professional's attitude
toward the client.”
The book contains updated information on:
- Effectively communicating using the latest technology
- Creating rapport that builds your client's trust and confidence
- Communicating billing and other case management issues in ways that support good client-lawyer relations
- Training your associates, legal assistants and support staff to adopt the appropriate attitude toward clients
- Step-by-step exercises that can help defuse uncomfortable situations
“When a client is frustrated, anxious or angry, communication between client
and attorney often breaks down, which can negatively impact a case,” says
Nelson. Connecting With Your Client
provides step-by-step exercises to help attorneys stay in charge and to ensure
that the client is satisfied with the legal services received.
The book also
includes professional solutions drawn from real-life, real-case experiences.
Managing partners, executive directors and marketing directors of top-level
firms contribute their perspective and share their solutions for attaining
client satisfaction and cooperation.
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