Client Development and Relationship Management for Staff

GOAL: To increase the attendees' skills in interpersonal communications. To provide your firm's senior administrative staff an overview of the information provided to the partners and associates in the Client Development and Relationship Management course.

CONTENT AND FORMAT: Personal communication skills tests, lectures, workshop and structured group discussions. This workshop complements The WJF Institute's Client Development and Relationship Management course.

PARTICIPANTS: The workshop is designed for up to 15 staff members per session.

LENGTH OF WORKSHOP: The length of the workshop is approximately 3.5 classroom hours. A minimum of 30 participants, or two 3.5-hour sessions, is generally our minimum requirement to schedule this training. We can schedule one 3.5-hour workshop for 15 participants if we are already conducting other training during the same days.

KEY SUBJECTS:

• Personal communications and listening skills
• Oral and non-verbal communication
• Personality and behavioral styles
• Client relationship management
• Client interviewing and counseling
• Understanding clients' business operations
• What clients value from their lawyers and law firm
• Understanding client perception and expectations
• Characteristics of excellent client service
• Why and how clients make decisions
• Overview of the CD & RM training
• Effective client service teams