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Associate Insight: You don’t get a second chance to make a first impression

By Catherine Baksi, freelance journalist - @legalhackette

26 January 2015

In an age of technology and automation, law firms are increasingly looking to engage with clients and potential clients in a more personal manner, emulating the five-star experience of the finest luxury hotels, to enhance the customer service experience and set themselves apart from their competitors.

Entering the lobby of many top-100 firms, you could be forgiven for thinking that you were in a swanky west-end hotel. Enormous floral displays compete with works of art by Turner Prize-winning artists to intoxicate the visitor while they sit in plush be-cushioned sofas or Bauhaus-style chairs with a plethora of glossy magazines and newspapers from around the globe to entertain or enlighten them.

To achieve this superior standard of service across non-core aspects of client service, there is a trend to outsource functions such as front of house and telephony services to specialist providers whose workforces<...

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