Why In-House Counsel Should Care About Customer Service

So, you work in the company’s legal department. You do not have direct contact with the company’s customers. Customer service is not an issue you have to be concerned about, right? Wrong.

Providing top-notch, first-class customer service should matter to everyone regardless of direct customer contact. Even if you don’t work directly with customers, you work with employees who do. It’s your job as in-house counsel to assist and support these employees, so it only makes sense for you to consider them as your customers.

Ensuring good customer service is not as difficult as it might seem. It doesn’t mean that you always tell your customers what they want to hear. It just means that you will show you care by getting to know them, what they do, and helping make their jobs easier.

For an in-house legal counsel, getting to know the customer means learning all there is to know about your company as well as each of the individual business units that make it up. Take the time to learn what each business unit does, how the business unit does its work, and how that business unit interacts with internal and external partners. Take the time to do these things and you’ll be in a better position to support the business units and make their day-to-day work easier.

Serve your customers well and you’ll serve the company well. You’ll be in a better position to anticipate needs and provide input, and identify and describe potential risk, which may have gone unnoticed by the executive team. 

In the end, the question really is, why wouldn’t you care about customer service?

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