Above and Beyond: Delivering Excellent Client Service

Abstract

Client service skills are the human side of the work of an information professional. Whatever type of legal research environment we work in, our internal clients will expect that we have the right technical skills to support their work. But technical excellence in our day-to-day professional lives will amount to nothing if we cannot also deliver excellent client service. The benefit derived from this will be a more relevant research service, powered by experts, while the profile of the services provided will also be raised. In this article Jas Breslin aims to set out some of the behaviours that can be used to build a rapport and trust with clients, so that they can benefit from an information team that better understands their needs.