We had a fantastic conversation on the #VirtualLunch today, Friday, February 24, 2023, with #SpecialGuest Daniella Bohill, the Vice President for Customers at Actionstep.
My key takeaways were:
1️⃣ Bringing a human element into your interactions with customers is critical and valuable.
2️⃣ Listening, communicating, and understanding client needs are key elements of customer service.
3️⃣ Let customers lead in terms of how they want to interact.
4️⃣ It is important to tailor your approach to customer service.
5️⃣ It is important to coach a customer service team to sincerely convey empathy.
6️⃣ Customer service leaders need to be more adept at providing support and content in different media.
7️⃣ Working out loud can help improve an entire team’s approach to customer service.
Thanks to Daniella for participating and supporting our series on #LawFirmPrioritiesandTrends, and to attendees Joseph Scott, Steven Choi, Bruce S. Markowitz IGP, Dennis Garcia, Robin Moselle, Bernadette Beekman, Nancy Slome, Sherine Clarke, Larry Roberson, Jennifer Gillman – Law Firm Matchmaker, and Jonathan Marques.
cc Erin Victor
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