Courses for lawyers / native speakers of English

What is client service (client service programme)

The first module of three in our client service programme for support staff and secretaries. The course provides a short but useful introduction to customer service.

Our modules on managing self and managing communication further develop each participant's own brand and skills to help them towards providing outstanding client service.

All modules are optional, but we recommend attending this module before attending any other.

Key details

Length of course

1.5 hours

Who should attend this course?

Support staff and secretaries

As a result of attending, you will be able to:
  • understand the importance of client service in a legal environment 
  • recognise what separates good from great client service 
  • identify areas for change in your own performance 


This course will cover:
  • introductions and setting course objectives 
  • what is brand? The importance of identifying who you are and what you stand for 
  • why client service?  How loyalty allows firms to be more profitable 
  • why outstanding client service? A discussion of the good, the bad and the ugly in client service 
  • how we can change our performance and make a difference:
  • the key components of great client service? 
  • what is it like when it’s difficult?  How do we deal with those situations? 
  • role plays and interactive exercises 
  • practical action and next steps


Emma Rush, who has worked with support staff and secretaries in this area, helping them get more from working with internal and external customers.

Dates & fees

Public courses: no dates are currently listed. Please contact us to find out the next likely dates.

The course is available as tailored in-house training and one-to-one training. Please contact Stella Styllis to discuss the options and for a quote.

Please contact us to enquire about this course