Practice Test Geeks(ALA) Association of Legal Administrators CLM Practice Test
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Client Communication and Service Flashcards

7 cards from real ALA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Client Communication and Service flashcards as text

  1. A legal administrator notices that a key client has not received status updates on their matter for three weeks. What is the BEST immediate action?

    Answer: Send a proactive update summarizing current status and next steps

    Proactive communication prevents client dissatisfaction and demonstrates the firm's commitment to service excellence.

  2. Which metric is MOST useful for measuring client satisfaction in a law firm?

    Answer: Net Promoter Score (NPS)

    NPS measures the likelihood that clients would recommend the firm, directly reflecting overall satisfaction and loyalty.

  3. A client calls frustrated because they received a confusing invoice. The legal administrator should FIRST:

    Answer: Apologize, listen fully to the concern, and offer to review the invoice together

    Acknowledging the client's frustration and actively engaging with the issue demonstrates empathy and a service-oriented approach.

  4. When drafting a client service policy for a law firm, which element is MOST critical?

    Answer: Defining response time standards for client inquiries

    Response time standards set clear expectations and hold staff accountable to timely client communication.

  5. A CLM professional is implementing a client feedback program. Which approach provides the MOST actionable data?

    Answer: Matter-close surveys sent within 48 hours of case conclusion

    Matter-close surveys capture timely, relevant feedback while the experience is fresh and tied to a specific engagement.

  6. An attorney consistently fails to return client calls within the firm's 24-hour policy. As a legal administrator, the appropriate escalation path is:

    Answer: Document the pattern and raise it with the supervising partner or practice group leader

    Documenting and escalating through proper internal channels addresses the performance issue while maintaining professional boundaries.

  7. Which communication channel is generally LEAST appropriate for transmitting confidential client documents?

    Answer: Standard unencrypted personal email

    Standard unencrypted email does not meet security requirements for confidential legal information and exposes the firm to ethical and liability risks.