Client Service Standards
Tollers are proud to have a Client Service Standards programme in place which is dedicated to improving our service and relationships with clients.
| 1 |
Telephone Calls |
Goal |
| a |
All telephone calls to be answered within 30 seconds |
85% of the time |
| b |
Client calls to be returned by fee earner to deal with specific query |
Within 4 hours |
| c |
Response time to voicemail or other telephone messages |
Within 4 hours maximum |
| d |
If fee earner not available, support staff to advise client when their call will be returned |
Within 2 hours maximum |
| e |
Fee earner to reply to client following (d) |
Always |
| 2 |
Emails |
|
| a |
Response time to client emails |
Within 4 hours |
| b |
Use 'Out of Office Assistant' if absent for more than 4 hours, and provide alternative contact |
Always |
| 3 |
Correspondance |
|
| a |
Maximum time to respond to correspondance from client |
Acknowledged within 1 working day and dealt with in 7 working days |
| 4 |
Complaints |
|
| a |
Time taken to acknowledge complaint |
2 working days |
| b |
Time taken to produce substantive response |
Within 15 working days of all info being received |
Our Goals are:
To create a benchmark for ourselves on client service standards.
To provide a level of service that exceeds the needs and expectations of each individual client.
To outshine our competitors by providing an excellent service.
This is a shared responsibility throughout the firm and it means:
- Being polite, friendly, and professional with clients at all times
- Listening carefully to the client's requests and giving an accurate and efficient response
- If needed, asking questions to ensure the clients request is fully and clearly understood
- Being communicative and replying promptly to messages
- Avoiding the use of voicemail wherever possible - clients like to talk to a real person
- Being available as much as possible to the client even when busy
- Being on time for appoitments and ensuring clients are made welcome when visiting us
- Checking that the client was satisfied with the service following conclusion of the matter every time
- Keeping in touch with our clients on a regular basis and looking after them
- Developing a personal relationship with the client during and after the matter
Delighting our clients will ensure they come back to us next time as well as referring others to us