Service Standards

Tollers are proud to have a Client Service Standards programme in place which is dedicated to improving our service and relationships with clients.

1 Telephone Calls Goal
a All telephone calls to be answered within 30 seconds 85% of the time
b Client calls to be returned by fee earner to deal with specific query Within 24 hours
c Response time to voicemail or other telephone messages Within 24 hours maximum
d  If fee earner not available, support staff to advise client when their call will be returned Within 2 hours maximum
e Fee earner to reply to client following (d) Always
2 Emails
a Acknowledge receipt of client emails Within 24 hours
b Use ‘Out of Office Assistant’ if absent for more than 4 hours, and provide alternative contact Always
3 Correspondence
a Maximum time to respond to correspondence from client Acknowledged within 1 working day and dealt with in 7 working days
4 Complaints
a Time taken to acknowledge complaint 5 working days
b Time taken to produce substantive response Within 6 weeks of all info being received

Our Goals are:

To create a benchmark for ourselves on client service standards.

To provide a level of service that exceeds the needs and expectations of each individual client.

To outshine our competitors by providing an excellent service.

This is a shared responsibility throughout the firm and it means:

  1. Being polite, friendly, and professional with clients at all times
  2. Listening carefully to the client’s requests and giving an accurate and efficient response
  3. If needed, asking questions to ensure the clients request is fully and clearly understood
  4. Being communicative and replying promptly to messages
  5. Avoiding the use of voicemail wherever possible – clients like to talk to a real person
  6. Being available as much as possible to the client even when busy
  7. Being on time for appointments and ensuring clients are made welcome when visiting us
  8. Checking that the client was satisfied with the service following conclusion of the matter every time
  9. Keeping in touch with our clients on a regular basis and looking after them
  10. Developing a personal relationship with the client during and after the matter

Delighting our clients will ensure they come back to us next time as well as referring others to us.

All things Tollers

We partner with...

https://www.headway.org.uk/