It’s easy to rush incoming calls in favour of an alternative task. However, each telephone discussion could be a potential client. We have all felt ‘too busy’ at some point or another, but it is important to realise that usually the phone call is where the client relationship begins, or ends.

It is crucial to understand how to maximise every enquiry, not only to convert the call to a client, but to promote a positive impression of both the firm and yourself.

This training course will equip you with the ability to convert calls into clients, building rapport from the very first conversation.

Course objectives:

• Identify the opportunities of incoming enquiries

• Evaluate your current process of handling incoming enquiries

• Articulate typical user profiles

• Create a user journey for handling incoming enquiries

• Understand the key performance indicators of call handling

Who is this for?

This course is ideal for legal professionals and support staff who want to enhance their phone skills and maximise client conversion. It is designed for:

• Lawyers and legal staff who handle incoming calls and want to convert enquiries into clients.
• Legal professionals aiming to improve their phone rapport and make a strong first impression.
• Teams looking to refine their call handling process and create a consistent, positive client experience.

Perfect for those seeking to improve client conversion rates and create a professional, client-focused user journey from the first phone call.

SRA Competency: A1a A1b A2a A2b C2b C2c A4b B1a B1b B1c B1d A5a A5b A5c A4d A5e

Enquire about an in-house course by emailing info@professional-training.co.uk

See if we are running an Open Course here.

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