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Client Care


This module covers some of the key elements of client care skills, including establishing and maintaining a professional relationship with clients and delivering an appropriate level of service.


Put your Client Care knowledge to use and gain certification by answering 10 multiple choice questions. The pass mark is 70%. Good luck!

Course Description


  • 30 min
  • Foundation
Good client care supports the business. It means fewer complaints, leading to client retention, client goodwill, and recommendations of you and your firm. This has a clear impact on revenue generation.With hybrid working now established, less contact with colleagues, and different supervision patterns, it is more important than ever to understand SRA expectations for good client care. Failure to be able to demonstrate compliance in practice can lead to disciplinary action, which is detrimental to your career and the firm’s reputation, not to mention making it more difficult to obtain PII.

Learning outcomes

After completing this module you will understand: 

  • The importance of managing client expectations. 
  • How to use effective communication to provide appropriate client care (including the need to agree the method and frequency of communications). 
  • The importance of considering client attributes and adapting your service delivery style accordingly.
  • Your duty to provide a competent service to clients.
  • Your duty to provide sufficient cost and disbursement information. 
  • Your complaints handling duties.