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"Client Service : The Business Case for Keeping Clients Satisfied"

Online, participatory CLE for

California, New York, Arizona & West Virginia Attorneys

 

INSTRUCTIONS: Read the article, "Client Service : The Business Case for Keeping Clients Satisfied" and then answer the 20 questions at the right for one hour participatory MCLE credit.

State Bar of California, New York, or Arizona MCLE Certificates of Completion will be issued after the quiz materials on this page are completed and returned to Internet For Lawyers, along with your payment by check or credit card. (Select your method of payment above.)

CALIFORNIA: Internet For Lawyers certifies that this activity has been approved for MCLE credit by the State Bar of California in the amount of 1 hour of Legal Ethics participatory credit. Internet For Lawyers is a State Bar of California approved MCLE provider.

NEW YORK: This course is eligible for 1 hour of CLE credit under New York's approved jurisdiction procedures. Newly admitted New York attorneys may not earn CLE credit for non-traditional course formats such as this during their first two years of admission to the New York Bar.

ARIZONA: The State Bar of Arizona does not approve or accredit CLE activities for the Mandatory Continuing Legal Education requirement. This activity may qualify for 1 hour of self-study credit toward your annual CLE requirement for the State Bar of Arizona, when used in conjunction with materials available on this site. This includes ZERO hours of professional responsibility.

WEST VIRGINIA: As a member in good standing of the Association of Continuing Legal Education (ACLEA), Internet For Lawyers is recognized as an "Approved Provider" by the West Virginia State Bar. This activity qualifies for 1 hour of credit toward your annual CLE requirement under the West Virginia Rules for Mandatory Continuing Legal Education. No more than half of the mandatory continuing legal education requirements (6 hours) may be satisfied by video/audio tape or online instructions.

State Bar of California, New York, Arizona or West Virginia MCLE Certificates of Completion will be issued after completed quiz materials are submitted by the Attorney (with payment) to Internet For Lawyers.

If your browser does not support filling in this type of form, you may print out these questions and write your answers in by hand and mail the completed quiz to our postal mail address at the bottom of the page.

For questions regarding this quiz, contact Mark Rosch of Internet For Lawyers at 310/559-1632, or by e-mail at mrosch@netforlawyers.com.

Internet For Lawyers can teach you how to get the most out of the Internet for your law practice.

Used properly, the Internet can be one of the greatest enhancements to the practice of law.

Attorneys can use the Internet to:

extend the range of their marketing and networking activities

increase access to FREE online legal resources

save time and money currently lost to handling paper, pulling cases, photocopying and maintaining a library, by accessing this free information, right at your own desk.

Internet For Lawyers offers:

One-on-One Training

Group Seminars

Web Site Audits

Electronic Marketing Consulting

Online Participatory MLCE Materials

for all legal professionals including Paralegals, Law Office Administrators, Law Office Marketing Departments and Legal Secretaries, in addition to Attorneys.

Every month the Internet For Lawyers' free Internet legal research newsletter delivers this kind of useful information to your e-mail inbox.

Mixing narrative descriptions with an easy-to-use template presentation, the American Bar Association's "The Lawyer's Guide to Fact Finding on the Internet" introduces you to hundreds of useful, free resources on the web to locate factual information. Click here for more information.

1. An overwhelming majority of clients will never complain to their lawyer if they receive poor client service. True False

2. Many lawyers overestimate the importance of their expertise as a factor when clients decide who to retain. True False

3. Most Fortune 1000 clients are satisfied with the service they receive from law firms. True False

4. There is a disconnect between lawyers and their clients regarding their respective perceptions of the level of service that lawyers provide to clients. True False

5. There are no national law firms that are generally acknowledged to have a great reputation for client service. True False

6. Lawyers can always control the results of the matters that they work on. True False

7. Clients rarely have the time or the ability to intelligently evaluate the quality of a legal brief. True False

8. Client service is important because it is the only thing when representing a client that the lawyer has complete control and the client can evaluate. True False

9. Very few ethics complaints relate to client service. True False

10. Lawyers have no ethical obligation to communicate well with their clients. True False

11. Rule 4-200 of the CA Code of Professional Conduct governs fees. True False

12. The key to providing great client service is to effectively manage the expectations of clients. True False

13. It is never a good idea to ask clients what outcome they expect when representing them. The only thing that is important is that the lawyer tell the client the result he/she expects. True False

14. Clients do not care about things such as parking convenience. True False

15. "Cheerleader" lawyers only tell clients what clients want to hear. True False

16. "Chicken Little" lawyers are usually the most successful. True False

17. Lawyers should never ask their clients how soon they expect their phone calls to be returned. True False

18. Hardly any General Counsels believe that law firms pad their bills. True False

19. Using budgets is one frequently used method to manage a client's expectation regarding fees. True False

20. Simply being a smart lawyer doesn't guarantee success; strong interpersonal skills can often be critical to a lawyer's success. True False