ALA Client Communication and Service 2

Question 1

A legal administrator notices that a key client has not received status updates on their matter for three weeks. What is the BEST immediate action?

Accepted Answer

Send a proactive update summarizing current status and next steps

Answer

Proactive communication prevents client dissatisfaction and demonstrates the firm's commitment to service excellence.

Question 2

Which metric is MOST useful for measuring client satisfaction in a law firm?

Accepted Answer

Net Promoter Score (NPS)

Answer

NPS measures the likelihood that clients would recommend the firm, directly reflecting overall satisfaction and loyalty.

Question 3

A client calls frustrated because they received a confusing invoice. The legal administrator should FIRST:

Accepted Answer

Apologize, listen fully to the concern, and offer to review the invoice together

Answer

Acknowledging the client's frustration and actively engaging with the issue demonstrates empathy and a service-oriented approach.

Question 4

When drafting a client service policy for a law firm, which element is MOST critical?

Accepted Answer

Defining response time standards for client inquiries

Answer

Response time standards set clear expectations and hold staff accountable to timely client communication.

Question 5

A CLM professional is implementing a client feedback program. Which approach provides the MOST actionable data?

Accepted Answer

Matter-close surveys sent within 48 hours of case conclusion

Answer

Matter-close surveys capture timely, relevant feedback while the experience is fresh and tied to a specific engagement.

(ALA) Association of Legal Administrators CLM Practice Test