In November both Elizabeth and I had the opportunity to attend a seminar organized by the legal aid providers in Tampa Bay, which consist of Community Law Program, Bay Area Legal Services, Gulfcoast Legal Services, and Legal Aid of Manasota were present. The seminar was designed to better prepare those who have initial client contact over the telephone by providing customer service techniques that are used in every industry. The seminar was presented by Deborah Westlake, from Business Matters Consulting, who has provided similar training for fortune 500 companies nationally.
Given that the majority of the initial contact with clients is over the telephone, it is vital that we have superior phone skills to facilitate the intake process. We certainly learned a lot of useful information during the training that will hopefully make our clients’ stressful time more easy on them. This is one way that legal service providers are better prepared to fulfill its mission.
Sincerely,
Kyle Fleming
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