When thinking about law offices and the court system, many of us do not consider the customer service aspects. Many law professionals tend to rely on their qualifications alone to attract or retain customers, while the court system rarely considers poor customer service an issue.
So how can we as professionals working in different areas of the legal system improve?
First, we must realize that the majority of our clients are going through a difficult time in their lives and have come to us seeking assistance, whether that is legal representation or a need for case information, we are the people they rely on to move forward with their legal needs.
Second, a focus on customer experience and care must be considered when working in a law office as clients are the foundation of this business. The courts tend to have more of a public service interaction with customers as daily interactions with the masses become routine.
Law offices interact with clients on a more personal level, and thus are able to give a bit more customer service to their clients.
The lack of consistency in the ability to maintain quality customer service for court staff is an issue for the majority working in public service. As professionals working directly with the public a daily focus on kindness and role reversal needs to be a priority. Overall, we as professionals working in the legal system need to remember that the root of our reasoning in seeking out this career path was to help others.
We are all playing for the same team and must work together to keep improving.