fostering gripe-free legal consumers
This article describes how retailers nationwide are looking to amp up customer satisfaction and loyalty by educating their "front lines" in the art of creating a "positive people experience." With a surge in consumer complaints about interactions with sales people, businesses have come to recognize that "there simply is no other company for consumers than the one embodied by workers they meet." Of course, this applies equally to the legal profession. In this era of escalating client discontent and infidelity, it makes tremendous sense for law firms big and small to pay close attention to the human beings behind the legal issues and billable hours. Clients will likely be more satisfied with services rendered and results obtained if there's been an open, concerted effort to create an uplifting experience for them. An investment in training programs on active listening and emotional intelligence would go a long way towards fostering consumer contentment in the legal sector.
