{"product_id":"9781858113289","title":"A Solicitor's Guide To Complaints Avoidance And Handling","description":"Second Edition\u003cbr\u003eMichael Frith, LlB, Solicitor, former Compliance Officer, The Law Society\u003cp\u003eNever before, in the legal profession, have the issues of client care and client complaints assumed such a high profile as it does at present. It is, therefore, surprising that, at a time when the subject is receiving constant publicity and the profession are being continually urged to become ever more client, or customer, focused, there is no text on those subjects to which a solicitor can turn for guidance. This publication seeks to remedy the defect. \u003c\/p\u003e\u003cp\u003eThe new edition covers recent reforms to the system, including the new complaints authority, as well as a thorough review of the text.\u003c\/p\u003e\u003cp\u003eContents include:\u003cbr\u003e· Avoiding Complaints:\u003cbr\u003eo Characteristics of a complaint o Causes of a complaint - managing expectations and o Use of jargon o Costs Information o Delay and failing to keep the client informed o Poor communications o Complaint in individual disciplines: civil litigation, family, conveyancing, probate, crime\u003cbr\u003e· Handling complaints o Identifying the problem o Why bother? The reasons why.\u003cbr\u003eo Service or negligence avoidance?\u003cbr\u003eo First steps o Practical steps o Golden rules\u003cbr\u003e· Client care o Preliminary issues and practical steps o Implementing a policy\u003cbr\u003e· Practice Rule 15 and other issues\u003cbr\u003e· Specimen complaints procedures: small, medium and large firms\u003c\/p\u003e","brand":"Richard Griffin","offers":[{"title":"Default Title","offer_id":47050803020016,"sku":"9781858113289","price":75.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781858113289_p0.jpg?v=1763599502","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781858113289","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}