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Developing
Client  Service Skills

3 hours eLearning 
What you are going to learn

About this course:

Objective:
Developing client service skills through an increased understanding of the needs and expectations of our clients, our Firms and the SRA.

Intended audience:
PSC Trainees

Duration:
3 hours

Topics:
  • What is client service and how does it integrate with client care?
  • The Solicitor Client Relationship – the parties to that relationship and concepts underpinning it
  • The regulatory viewpoint and requirements of the SRA and the Legal Ombudsman
  • The On-boarding, Know Your Client process
  • Understanding our clients’ objectives and the contracting process – what have we agreed to do?
  • On-going file or case management
  • Prioritising and organising the delivery of client service within the working day
  • Client Safeguards
  • Post completion review and closing a client matter – key steps
  • Applying the client service best practices learned


Outcomes:
The success measures of this course are:
  • Increased knowledge and understanding of client service, compliance and its importance
  • Understanding that high levels of client service are a key foundation of the client relationship
  • Access to practical guidelines and processes that can be applied to underpin our client service delivery

Andrew Dines

Trainer and Course Designer 
About
Andrew qualified as a solicitor with Simmons and Simmons. Prior to this he was an officer in the regular army. He practised as a solicitor for 18 years, the majority of which was as a partner in Hampshire firms.

Since 2000, Andrew has worked in consultancy and training roles with both professional and non-professional firms, focusing on the development of strategic governance, leadership and risk skills and processes. One of his key roles was as Director of Training to the Law South consortium of law firms, and he has also achieved a commendation level pass in his Masters degree in Legal Practice (MBA) at Nottingham Law School.of law firms, and he has also achieved a commendation level pass in his Masters degree in Legal Practice (MBA) at Nottingham Law School.

Andrew delivers training for fresh in personal effectiveness, firm and team leadership and management skills and in financial and commercial awareness. He is a co-author of Key skills for professionals published by Kogan Page (2013).