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Is your firm making the most of its customer service?

Qamar Anwar warns law firms about the dangers of not treating clients like consumers and makes recommendations for meeting customer demands in the digital age

9 August 2016

Research regularly highlights that customer service in the legal industry is a mixed bag, which doesn't bode well for an industry looking to retain clients. Add to this that it's the norm for consumers to take to social media to praise good customer service and vent when it falls below par, and you can see that law firms have much to do to keep up.

How many clients would take to their blog or social media to talk about the service they've received from you? And what would they say? How many would be inspired to positively namecheck you or one of your team for their excellent work? Would you even know if they did?

In the social media age, customers want to recognise good and bad service and real-time recommendations count for so much more than reactive client feedback questionnaires sent days, weeks, or even months after the service has been provided. Potential clients want proof points a...

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