The CRCICA and the ABA ROLI jointly organized a career development training entitled “Your Guide to Mastering Client Relationships the Customers’ Perspective”. Delivered by Mr. Ayman Essam, Director of Legal & External Affairs, Vodafone Egypt, the training marked the first event in a sustainable CRCICA/ABA ROLI Continuing Legal Education Scheme.
This training was designed to help lawyers of law firms to know their clients, embrace their needs, fulfill their expectations and thus ensure client loyalty and improve billing and collections process.
The instructor used interactive methods of presentation and thought-provoking quizzes. After the presentation, there was a Q & A session followed by a legal memo “reconstruction” exercise.
The scope of the training included ways to bridge the gap between law firms and clients; lawyers’ “soft skills”; behavioral performance of law firms to meet clients’ emotional needs; the importance of improving industry understanding; best practices for billing; improving service quality: lessons and practice from an insider’s view; client retention strategies and the importance and methods to measure clients’ satisfaction. The training ended by a case Study and practical exercise.
