I have a CEO friend who says she won’t hire someone who’s never had experience working in a restaurant. And she’s not in the restaurant business. She just thinks that one of the best places one can get trained in customer service is waiting tables in some form.
And whoever you are – outside counsel, litigation support staff, consultant, or in-house counsel – client service is an essential. How do you develop that skill?
I’ve always felt that you can learn as much going to great restaurants about customer service as you can in the Ritz Carlton’s hospitality training. Great waitstaff know how to make the experience work.
Here are fifteen tips for providing great service that I learned from the restaurant business.
- Set expectations. Most disputes arise from differences in expectations. This is especially true in customer service. Helping people understand what to expect and when to expect it is critical. If you’re going to share the draft brief, the client needs to know that it is a draft. If you’re going to share trial exhibits in draft form with the client they need to understand the difference between the draft and final from your perspective.
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