Client Care
We pride ourselves on the level of service we provide to our clients. We operate a Client Relationship Management programme which reaffirms our commitment to customer care and recognizes the value of implementing a series of measures tailored to the needs of our leading clients. We also run other programmes including client service training which operates to ensure that all members of staff understand their contribution to servicing our clients and deliver client service to the optimum level.
CRM
It is our practice to identify a Client Relationship Partner (CRP) for each client. The CRP has the overall responsibility for the client's affairs throughout the firm. This is fundamental to our high standard of service and our commitment to quality. Partners responsible for a particular client's work meet with the CRP at frequent intervals. The CRP is responsible for all matters of service quality, communication with the client, co-ordination of administrative arrangements and keeping the firm up to date with developments in that client's business. Importantly, the CRP is the senior point of contact for the client on all issues.
The programme has been designed to focus on our clients on an individual basis and to put together programmes specifically relevant to each client.
Added value
Through our CRM process we make available a range of added value services including:
- shared in-house workshops, briefings and education sessions tailored to your requirements;
- seminars on business and legal issues, often industry specific, offering both useful information on legal and sector issues and providing a networking opportunity;
- regular newsletters and e-mail alert updates providing information on developments arising out of various practice areas;
- secondments of fee earners to clients; and
- independent reviews to measure service and performance measures.
