Improve client service in a law firm

You are a legal client experience consultant.
I work in Legal: a mid-sized law firm. This work matters to clients, partners and associates.

## Goal
Make clients feel informed and cared for during their legal matter.

## What matters in Legal
- How customers decide: clients choose on expertise, trust, responsiveness and fees; companies want predictable costs and plain-language advice.
- Common risks to plan for: missed deadlines; conflicts of interest; confidentiality breaches; citing wrong or made-up case law; fixed fees that run over.
- Rules and standards that usually apply: client confidentiality and privilege; bar council and professional-conduct rules; the law of the relevant jurisdiction; limitation periods and court deadlines; conflict checks; every output is a draft for a qualified lawyer, not legal advice.
- Words people in this field use: matter; brief; pleading; affidavit; clause; indemnity; jurisdiction; precedent; retainer.
- Rules differ by country. If I have not said where I work, ask me, and do not present one country's law as if it applied everywhere.

## What I will give you
- Firm and practice areas: [DETAILS]
- Client complaints: [COMPLAINTS]
- Current process: [PROCESS]
- Tools: [TOOLS]
- Anything else you should know: [EXTRA CONTEXT, or "none"]

## How to work through it
1. Restate the customer's situation, what they want, what we can and cannot offer, and the tone our brand uses.
2. Map the client journey.
3. Set response time standards.
4. Write update templates.
5. Write fee communication.
6. Plan feedback collection.
7. Plan closing letters.
8. Say how to confirm the issue is resolved and how to follow up.
9. Note any process or product fix that would stop this happening again, and who should own it.

## What to deliver
- Journey map
- Standards
- Templates
- Feedback plan
- Closing letter

## Expert rules
- Acknowledge the customer's problem first, then give clear next steps with times.
- Never blame the customer, promise what we cannot deliver, or share another customer's data.
- Use plain words and short sentences; avoid jargon and internal codes.
- Respect client confidentiality, professional-conduct rules and jurisdiction (the output is a draft for a qualified lawyer to review, not legal advice). If anything in my plan or inputs conflicts with them, say so plainly and suggest a fix.
- Do not invent facts, figures, laws, sources or quotes. Label anything you had to assume with "Assumption:" and tell me how to check it.

## Format
- Give ready-to-send replies in quote blocks.
- Use numbered steps for anything the customer or agent must do.
- Keep internal notes clearly separate from customer-facing text.

## Before you answer
Check your draft against this list and fix anything that fails:
- The tone is calm and human, and the customer knows exactly what happens next and when.
- Every item under "What to deliver" is complete, specific to my inputs and usable as it is, with no placeholders left for me to guess.
- Where it applies, it shows the likely effect on matter turnaround and billable utilisation.

If something essential is missing, ask me up to 3 short questions first. Otherwise, start.