How to Manage Your Callers’ Emotional Needs Correctly — A Guide for Law Firms

Law firms get one of the highest numbers of calls out of any industry — thanks to the delicate nature of their work. You see, whenever someone finds themself in a tricky situation, contacting a lawyer is mostly the first thing that comes to their mind — and for good reasons. 

However, handling these calls correctly is no child’s play. People often call their law firms when they’re emotionally stressed and need support, as well as solutions to deal with their problems. Many law firms fail to understand the emotional value of the situation and connect with the caller at a personal level. 

But that’s what we’re going to help you with today. In this article, we discuss how you, as a representative from a law firm, can fulfill your callers’ emotional needs in the best possible way. 

Let’s get started. 

Why do law firms get a lot of calls in the first place? 

You see, there are tons of instances when someone ends up needing a lawyer. Had an accident? Call your lawyer to claim your insurance. Broke up with your spouse? Call your lawyer to deal with the paperwork. Buying or selling something big? Call your lawyer to carry out the transaction. There are endless circumstances where people may need to call their lawyer. 

And that’s the biggest reason why law firms get a lot of calls. 

Showing empathy is the most important starter 

Whenever you get a call from your client, there’s a good chance that they’re dealing with something overwhelming and need your support. That’s the nature of issues related to law. 

The best way to handle such calls is through empathy. You see, the way you talk to the caller makes a huge difference in whether they get a good perception of you. You need to show real empathy towards the situation they’re facing. 

Saying emphatic things don’t take up a lot of time, but they leave an ever-lasting impact that could make the caller your permanent client. So, the next time you get a call, use an emphatic tone in your conversation and see how much your callers will appreciate that.

Show interest as much as possible 

The caller called you because their situation is important in their eyes. Even if you don’t consider their situation as important as they’re making it look, you don’t want to break their flow. Always show interest in their situation and make them feel like you’re genuinely interested in their matter. 

The real deal is to provide a solution 

Putting aside all the fancy, empathic tactics, the real goalis providing an effective solution to the caller’s problem. No matter how emphatic you are in your conversation, it’s useless if you’re not able to give them something that solves their issues. 

Hence, make sure you have all the processes in hand to deal with callers’ problems on the phone. The best way to handle the situation is to be ready for anything. 

If you find it hard to answer your own phone calls due to time constraints, it’s a good idea to get in touch with a phone answering service to handle that task for you. 

Easybee is one of the most affordable and well-perceived names in the market. We make sure we don’t break your bank with our services by keeping them incredibly affordable. Furthermore, we only charge for the number of minutes we take your calls, so you never pay more than what you get!

What you get from us is the certainty that your callers will be handled in the best possible way. Our virtual receptionists are well-trained to gather all the important pieces of information for you to hit the ground running on new cases.

The bottom line 

It’s important to connect with your callers at a personal and emotional level. Only then you’d be able to build a great image and make them your permanent client. 

In this article, we have hooked you up with the best pieces of information to deal with callers in the best possible way. If you need professional help, Easybee is your best friend!