1. Answering the Phone

• Greeting: Always answer with a warm and professional greeting.

  • Example: "Good morning/afternoon, DK Law Group, this is [Your Name], how may I assist you today?"

• Active Listening: Pay close attention to the caller’s needs and take notes if necessary. Active listening involves full attention, clarifying questions, and empathy

2. Gathering Client Information

• Collect the following from potential clients:

  • Basic Information:

    • Full Name

    • Phone Number

    • Email Address

    • Preferred Method of Contact

    • How they heard about DK Law Group

  • Case Details:

    • Brief Description of Their Legal Issue

    • Relevant Dates (e.g., incident date, court dates)

    • Involved Parties

    • Current Status of the Case

3. Inputting Client Information into the Software

• Create a New Client Record:

  • Open the software and navigate to the "New Client" section.

  • Enter the basic information and save the record.

• Create a New Case File:

  • Under the new client record, create a new case file with the case details.

  • Assign a case number if required and save the case file.

• Follow-Up Tasks:

  • Set reminders for follow-up actions, like scheduling an initial consultation or sending forms.

  • Add call notes to the client’s record.

4. Scheduling Appointments

• Availability: Check the attorney’s calendar for availability before scheduling.

• Confirm Details: Confirm the appointment details with the client.

  • Example: "Your consultation with [Attorney's Name] is scheduled for [Date] at [Time]. A confirmation email will be sent shortly."

• Reminders: Set reminders to send appointment reminders to the client via their preferred contact method.

• Note: Block a tentative appointment in the calendar whenever suggesting a time to clients to avoid confusion

5. Tips for Effective Communication

• Empathy and Understanding: Approach clients with empathy and understand their stress.

  • Example: "I understand this is a difficult time. We’re here to help. Let’s go through your situation step by step."

• Clear Communication: Avoid legal jargon and explain in simple terms.

  • Example: "We need to request the court to require the other party to provide the information we need."

• Patience: Allow clients to fully express their concerns before responding.

• Documentation: Document call details and commitments made.

• Professionalism: Maintain a professional tone and demeanor at all times 

6. Handling Difficult Calls

• Stay Calm: Keep your composure regardless of the caller’s demeanor.

  • Example: "I understand your frustration. Let’s see how we can resolve this issue together."

• De-escalation Techniques: Acknowledge the client’s feelings, apologize if necessary, and offer to help.

  • Example: "I apologize for any inconvenience. Let me gather some information to address your concerns."

• Escalation: Transfer difficult calls to a senior paralegal or attorney when necessary.

  • Example: "I understand this is urgent. Let me transfer you to [Attorney's Name]/[Senior Paralegal's Name] who can assist you further."

7. Follow-Up Procedures

• After the Call: Review notes and ensure accurate entry into the case management software.

• Next Steps: Set follow-up tasks, such as sending documents or reminders.

• Client Communication: Send a follow-up email summarizing the call and confirming any appointments or actions discussed.

Conclusion

Your role as a paralegal handling client calls is vital to ensuring clients feel heard, understood, and supported. By following this protocol, you will provide excellent service, maintain accurate records, and help DK Law Group maintain its reputation for professionalism and empathy. Thank you for your dedication and hard work!