Helping Client Relations Managers to help others

Being a CRM can be a daunting task. You know that complaints are a standard risk in any service industry, but others in the firm may not recognise that – if they want to think about complaints at all! Our discussions with Diploma students and trainees regularly highlight their trepidation that complaints could be made about their work, or the fact that they’re not sure how to deal with them.

And here’s where the “CR” part of the acronym extends beyond “client relations” to taking on the task of “complaint reality-checks” too! Whether or not the CRM has their own trainees or junior staff to supervise, they’re also likely to play a key role in supporting their colleagues and their teams. The CRM needs to make every employee of the firm aware of their individual responsibility to help manage the risk of complaints.

We’ve compiled a short guide to assist CRMs to help less experienced trainees, practitioners and staff. It includes six steps:

1. Some approaches that the whole firm can take to set the right tone. That includes giving support to the CRM.
2. The ways in which the CRM can help all staff to recognise and respond appropriately to client concerns. We’ve included links to our various blogs and guidance that focus on the main risks and causes for complaint, as highlighted by our yearly statistics and the specific instances that we’ve seen under each of the four service standards.
3. We suggest the points of transactions where practitioners could ideally manage and understand client expectations, including links to resources from the SLCC and Law Society of Scotland.
4. The guide highlights our recommendations for drafting effective complaints policies, which in turn link to our statutory guidance for improving the firm’s complaints process. Because policies and processes need to be implemented, we also recommend some strategies for dealing with complainers at first tier, in the firm, with a focus on resolution.
5. We have included some practical ways in which you might help trainees to become more aware of the risks, and to gain more confidence in dealing with complaints. Because one of the steps to effective handling is taking learning from complaints, we’ve included links to our complaints analysis tool and case studies.
6. Finally, recognising the impact of complaints on practitioners, we’ve made suggestions on how firms might improve their support, supervision and training to achieve better wellbeing and confidence.

We welcome input on any particular strategies that you’ve used and found effective, or any suggestions as to how we might offer more support. We’re always happy to deliver bespoke presentations or discussion sessions with individuals, firms and groups on request.