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An Open Note to Summer Associates: The Principles of Customer Service Apply to You

Tuesday, March 23, 2010
Posted By: Miles & Stockbridge
Category:   Professionalism

I love the City of Baltimore so much that I recently attended a four hour training to become a Certified Tourism Ambassador (CTA). I also thought this training would enable me in my role as Miles & Stockbridge’s Recruitment Manager to help our summer associates and other colleagues learn more about Charm City. And it did. The CTA training also emphasized basic principles of customer service. These principles are easily transferable to the summer associate experience. 

1)      “Attend to and Listen to the Customer” – Consider the lawyers and other professionals who assign you work as your customers – or clients. When approached by a lawyer to complete a project, focus on the lawyer and do what it takes to meet his or her needs. You are undoubtedly busy, but develop a ‘can do’ attitude and give the lawyer your full attention. Do not give the impression that the lawyer is an interruption; without him or her, you would not have a job! Clarify what he/she wants and make sure you understand all the intricacies of what is being asked of you. 

2)      “Everything Communicates” – Even if you are not speaking, you are communicating. Maintain a professional appearance; err on the side of professional attire. Emote a positive and helpful attitude, and make sure your body language connotes positivity, not negativity. Exude an air of confidence. Project a sense of gratitude (not a sense of entitlement).  Smile! 

3)      “Create a Positive Environment” – Keep all your interactions positive. Do not get caught up in gossip or denigrate anyone in the office. Do not blame others. Take responsibility for mistakes.  Take ownership and pride in your work. 

4)      “Know your Job” – The more you learn about your employer, the more you may derive satisfaction from your summer position. Before you start your job, research the entity.  Learn about its business, its culture, and its core values.  

5)      “View Complaints as Opportunities” – As a novice, don’t be surprised if you produce at least one work product that does not entirely satisfy the needs of the assigning lawyer.   Consider it a gift if the lawyer takes the time to show you where you made mistakes and how you could improve. Listen carefully to the constructive comments, ask questions, express appreciation for the feedback, and explain how you will improve the assignment. Your goal is to revise the assignment satisfactorily so that the lawyer chooses to work with you a second time. Turn each complaint into an opportunity to do better and exceed the lawyer’s expectations the next time.