Service - Nave Law Firm

Policy Statement

It is Nave Law Firms’ policy and responsibility to provide excellent service to everyone.  Feedback helps us measure whether our services are meeting clients’ needs and expectations. It also helps us identify problems that need to be solved. High-quality customer service depends on customer feedback. While compliments and praise are always welcome, constructive criticism is truly helpful in the long run.

The purpose of this policy is to establish uniform standards and procedures for responding to customer feedback.  Doing so ensures those responses are timely and that issues do not “fall through the cracks.” The policy strives to treat every interaction with the client as an opportunity to produce a satisfied client.  Or at least one who feels that he or she was listened to and taken seriously, even if it was not possible to meet his or her request.

Our Customer Service Policy has been established to reflect our shared core values.  These core values set forth our basic principles for working with each other, our customer and our vendors, and includes the acronym, CARES

Customer Focus: Every day, we strive to enhance the total customer experience.  We do this through a commitment to delivering solutions and services that help our customers be valued members of society. To succeed and earn the trust of our customers, we are unified in our responsibility to be great every day.

Accountability: Accountability and integrity are at the core of everything we do. We are accountable for our actions to our customers, our community, and to each other. We do not make commitments; we do not intend to keep.

Respect: We foster an environment of teamwork and mutual respect. We respect each other, our customers, our community, our competition, and are unwilling to abandon each other, even during the worst of circumstances.

Empathy: We will always try to understand the cause of someone’s behavior, accept them, and treat them as we’d like to be treated ourselves.

Synergy:  We collaborate with others to maximize our knowledge and to produce a combined effect greater than the sum of any separate effect.

Solving everyday people problems is our overarching mission; this policy is how we obtain that goal from the service aspect.  Customer feedback comes to Nave Law Firm in many ways. This policy outlines a procedure for responding to complaints, requests for service, survey results, and questions that come to Nave Law Firm through a submission form, call, letter, and email.

Feedback and Complaints

Our primary goal is to meet and surpass your expectations in every interaction.  Comments and feedback from you regarding how well your expectations are being met are welcomed and appreciated.  If you believe something has gone wrong or are dissatisfied with our service, we have a procedure to assist the early resolution of the problem.

While we take utmost care to ensure that we provide our services efficiently, courteously, and to a high standard, we understand that issues may occur. A complaint, however it’s made, will be investigated, resolved, and used as a means to improve our standards of service.

What Happens Once You Provide Feedback or Complaints?

We believe in transparency, so once you provide feedback, below is the process in how we will handle your feedback or complaint.

  1. We will acknowledge receipt of your feedback or/or complaint within 24 hours of us receiving the complaint;
  2. Your claim will be recorded for monitoring and management purposes, and a separate file will be opened;
  3. The Managing Partner or Chief Operating Officer will immediately investigate your complaint and personally contact you to discuss a resolution.
  4. The firm will never charge you for our investigation of your feedback or complaint;

 

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