‘Clients who are not asked to give formal feedback on their provider are up to five times more likely to switch firms’ [Source: Acritas' sharplegal data]
Client reviews are critical to the success of your business. But how do you make the most of the opportunity and ensure that clients tell you all you need to know to improve your service?
Increasingly firms are implementing programs of regular client reviews whether on a post-matter basis or a more general review of the full relationship including between matters. Firms often opt to use internal resource to complete these reviews, in the form of Partner and/or Business Development Managers.
In response to this, Acritas has opened up its internal Market Research Society accredited training centre to transfer interviewing skills to those tasked with completing client reviews on behalf of their firms. Representatives can either attend a training course run by an accredited trainer or our trainer can come into your firm to deliver a firm-specific program in a group or one-to-one format.
Group courses cover the following:
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Practical tips to assist in setting up interviews and managing client expectations
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Effective question types and advice on how to ask them
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Essential qualitative interviewing techniques including: how to avoid biasing or leading the respondent; how to probe; how to avoid prompting during questioning
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How to get the most out of the respondent during the interview
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Responding to negative feedback
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Practices to avoid during interviews including a refresh of the MRS Code of Conduct
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Recommended tools to accurately capture and report the results
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Working effectively with the results
The course will run at selected dates throughout the year and on demand for in-house sessions. The syllabus for bespoke courses will be agreed with Acritas depending on your requirements and experience of attendees.
Firms Acritas has trained to date include Baker & McKenzie, Bird & Bird, BNP Paribas, Clifford Chance, Debevoise & Plimpton, DLA Piper, Freshfields, GVA Grimley, Latham & Watkins, NB Real Estate and Norton Rose
What our clients say:
“The role play was really invaluable as it gave an indication how difficult it really is to conduct feedback! Both trainers were very experienced and presented very well. They made it interesting and easy to follow, with sufficient opportunities to ask questions, and they got everyone engaged. Overall a great course – thank you! ”
Client Relationship Manager, Magic Circle Firm
“The role play scenario was very good as it helped me to identify how I needed to adapt my approach to get more in-depth insight”
Vikki Bingham, Head of Client Development, GVA Grimley Ltd
“The role playing was really effective - a chance to do it ‘for real’ but in a safe environment and get objective feedback. Both trainers were very helpful, with impressive practical experience. The small group of delegates was also effective as everyone gets equal air time and practice”
Head of Client Initiatives, Freshfields Bruckhaus Deringer
“Both were trainers excellent; clearly very experienced. Nicki in particular was very clear in explaining her detailed guidance and feedback to us”
Louise Field, Key Account and Client Service Assessment Manager, Bird & Bird
To find out more contact us.
View our upcoming group training courses here or contact Jo Styles to discuss your tailored training for your organization.