Customer service in the legal industry - it ain't easy
Whether it is a well-known fact or not, the legal industry is a customer service industry. Your clients are your customers and if they are not happy, someone is going to hear about it. According to Neilson, 92% of consumers trust recommendations from family and friends.
Let’s be honest, getting a 5-star rating in the legal industry is a little more difficult than getting 5-stars for excellent service at a fine dining establishment. In the law, someone is usually walking away unsatisfied.
In the legal world, we are working with individuals and organizations who are going through significant changes and challenges. Law firms who represent individuals, are usually working with traumatic events, such as divorce, injury from an accident, administering a family’s estate- just to name a few.
Attorneys and their staff working in these areas of the law are providing a service to people who are scared, angry and hurt. Many of these professionals are highly proficient in their customer service skills, but every so often they encounter a client that is so angry, so upset that their interactions are borderline of being abusive. How do we provide excellent customer service under these circumstances?
People want to be heard, understood, and have a feeling that someone cares.
We cannot solve a client’s problem and make them happy by giving them something, like a month of free cell phone service. When we are working with an upset client, we need to take steps to defuse the situation and get our clients to a place where we can effectively communicate.
ASSESS: When a client (or potential client) calls your office upset, ask them what is going on. Even if you know the answer. Let them tell you in their own words.
Ms. Jones, you seem really upset. Can you tell me what is going on?
INVESTIGATE: Try and find out what solution the client is looking for, knowing that it probably cannot be provided at that time, if ever.
What do you want to happen to make this situation better? What would make you happy?
ACKNOWLEDGE: Knowing we probably cannot solve the current issue immediately, acknowledge their concerns and use “positive communication”. This is where you use language to avoid using the words “no”, “can’t do that” or “that can’t happen”.
I understand how frustrating that must be.
I completely understand why you would want that.
I wish I could make that happen for you.
EQ SKILLS: Sometimes a client is so upset that they need to work through their frustrations a little more. This is where you get to break out your Emotional IQ Skills. The heavy hitter is empathy. You are putting yourself in their shoes and trying to feel how they are feeling in this moment. A good way to connect is to share a similar story about yourself, how you felt and about how the issue was resolved.
When the client become calm and possibly apologetic, you know you are on the right path.
NEXT STEPS: Let the client know what you are going to do next to help them with their issue, such as giving their information to an attorney to review, doing some research, or making some calls. By informing them of actions that you will be taking on their behalf, however small, shows that you hear them and are trying to help.
FOLLOW UP: Give the client a realistic time of when they can expect a response from your office- end of the day or later in the week, and then do it! No one likes sitting around waiting for the “call back.” If your office does not have the information to address their issue by the promised time, call back with an update. No “new” news is better than, no call.
The abusive client
Most of the time, working through the steps outlined above will diffuse an upset client. However, there are occasions when we encounter a client so irate their behavior can be deemed abusive. In those instances where you are in fear for your mental or physical safety, communication should cease, and the incident reported to firm management.
Steps to follow to cease communication due to abusive or threatening behavior:
Remind the client that you care about them and their situation
Apologize for not being able to help them at this time.
Be aware of the language that you use. Do not tell them to “calm down”.
Ms. Jones, I understand you are very upset by this situation, and we want to do everything that we can to help you. However, I am sorry that I cannot continue to talk with you while you are speaking to me in that manner and using that kind of language. We will be happy to continue this conversation when you are feeling better.
Hang up or walk away.
Notify the attorney and firm management of the issue.
If client refuses to leave or keeps calling back, take further action, such as notify security, or call police.
It would benefit law firms to have a written policy in place on what actions staff should take if a client should behave in an abusive manner.
Mental health self-care
The legal industry is a customer service industry. According to the American Psychological Association, 40% of customer service workers report feeling emotionally exhausted after work. It can be extremely draining working with an upset client. After these types of encounters, you should take a few moments and “re-set” yourself.
Walk away from your desk.
Take a walk outside.
Sit in your car for a few minutes.
Find an empty conference or file room.
Take slow calming breaths.
Listen to music that will release your frustrations or calm your senses.
Reaffirm to yourself that you did everything you could to make that encounter a better situation.
Do whatever will help bring YOU back to center.
At the end of the day, leave your workday at the door. Don’t take it home. It will be waiting for you to pick up tomorrow.
No one is calling a law firm because they are having a “good” day- unless they won the lottery. Attorneys and their staff work tirelessly to help others navigate the legal system, which can be a complicated and scary place. A firm’s knowledge and customer service skills can make all the difference in the world.
At the end of the day, a client might not get everything they want, but you want them to walk away feeling heard, understood, and knowing that you cared.
