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Compliance , Client care | Online course

Client Care

30 minFoundation

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.

Who this is for

Paralegals, Solicitors.

Learning outcomes

SRA competence: A1  +2 more for SRA competence: A1, C1, C2

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.
How you will learn

Course format
This interactive online training consists of the following elements. 

  • An interactive course presentation, with a variety of quizzes and practice scenarios to test understanding of the material.
  • Online assessment.

Our modules conform to Web Content Accessibility Guidelines 2.1. However, some members may require an alternative version for accessibility purposes. This is available upon request via our contact us form.

In order to pass the assessment you must achieve a mark of 70%. The quizzes and scenarios included in the course presentation are intended to aid your understanding of the content and offer the opportunity to apply your knowledge. They do not form part of the assessment. 

The course will take approximately 30 minutes to complete, excluding assessment.