law Assignments

Legal Study

Legault Arruda & Associates

Graduation project – Paralegal Technology – JCA.1F

College CDI. Administration. Technology. Health.

Phase 8: Communication and Customer Service

Me Van Damme asks you to update the voice message of the reception and the voice message of

your extension.

Voice message from the reception desk

Specifically, when a client calls during office hours when the office is closed, they should hear the

following information:

 Welcome and confirmation that this is the office voice mailbox ;

 Firm hours of operation ;

 Procedure to follow in case of an emergency ;

 Encouragement to leave a message with details on what the client should mention in the message ;

 Approximate time to return a call ;

 Any other information you deem appropriate.

Voice message from your extension

Specifically, when a customer calls your station while you are away, they will need to hear the

following information:

 Welcome and confirmation that it is your voice mailbox;

 Your name and extension;

 Who to contact in case of an emergency;

 Approximate time to return the call;

 Any other information you deem appropriate.

Work to be completed:

 - Using the knowledge acquired in the Introduction to Law and the Legal Profession and Alternative Dispute Resolution courses, please record your voice using the software of your

choice (for example, the dictaphone on your cell phone or computer).

Additional instructions:

 - You must record your voice for both messages and transmit them in two separate files.

* * *

Me Van Damme now asks you to call a list of clients to confirm their presence and appointment

times. When you call the clients, they are unavailable. You must therefore leave a message and

encourage them to call you back if they have any questions.

Before you begin your calls, review the customer information.

CLIENT 1 - Ted Johnson

 Nature of the file : Divorce application

 Appointment Information : Initial interview with Me Van Damme on August 4, 2020 at 9:00 am. It is important to remind the client to bring the marriage certificate.

CLIENT 2 - Robert Gutierrez

 Type of file : Acquisition of a company

 Appointment Information : Closing of the transaction with Me Arruda on August 7, 2020 at 1:00 pm.

CUSTOMER 3 - Jessie Zan

 Nature of file : Dismissal challenge

 Appointment Information : Preparation for discovery with Me Legault at 9:30 a.m. and discovery with opposing counsel at 11:00 a.m. on August 6, 2020.

CLIENT 4 - Arthur Robillard

 Type of file : Small claims

 Appointment Information : Mediation session with Me Van Damme on August 4, 2020 at 3:00 pm.

CLIENT 5 - Liam Christin

 Nature of the file : Challenging the insurer's refusal to pay compensation

 Appointment Information : Preparation for the testimony with Me Legault on August 4, 2020 at 3:30 pm.

Work to be completed:

 Using the knowledge acquired in the courses Introduction to Law and the Legal Profession and Alternative Dispute Resolution, please record your voice using the software of your

choice.

Additional instructions:

You must record your voice for each of the five clients and transmit your recordings in five separate

files.

* * *

Unfortunately, Me Van Damme has to cancel Ted Johnson's appointment scheduled for August 4,

2020. You must therefore call Mr. Johnson to cancel his appointment and offer to reschedule the

initial interview to August 5, 2020, 9:00 am.

When you try to reach Mr. Johnson, he does not answer. You must leave a message on his voice

mail to inform him of the situation and encourage him to call you back to confirm his availability

on August 5, 2020.

Work to be completed:

 Using the knowledge acquired in the courses Introduction to Law and the Legal Profession and Alternative Dispute Resolution, please record your voice using the software of your

choice.

* * *

As part of your internship, you must interact with several clients. Take a look at all the scenarios

below.

SCENARIO 1

Patricia Langlois is 16 years old. Last week, she consulted Me Van Damme regarding a request for

emancipation. Today, Patricia's mother, Mrs. Louise Julien is calling to find out why her daughter

has consulted a lawyer. While searching Patricia's backpack, she came across a business card from

Me Van Damme on which was written the date and time of the appointment. Mrs. Julien requested

an appointment with Me Van Damme to discuss her daughter's visit, without her daughter being

present.

 How would you respond to Mrs. Julien? Why would you do that?

SCENARIO 2

A client calls the office and says, "I've been trying to reach you for at least 30 minutes. What is

your problem? Are you leaving your phone off the hook? Do you realize that there are people with

important problems waiting to talk to you? Can't afford a second phone line? This is ridiculous,

completely ridiculous! »

 How would you respond to this call and what would you tell the client? Why would you do that?

SCENARIO 3

A client calls the office and says, "Hi. My name is Rob Bruni. Could I speak to a lawyer please?

It's important. »

 What would you tell the client? Why would you do that?

SCENARIO 4

A client calls the office and says, "Hi. My name is Marc-Antoine Girard. I am a client of

Me Van Damme. I'm calling to see if I can come and pick up my company book today. »

 What would you tell the client? Why would you do that?

SCENARIO 5

A client calls the office and says, "Hi. My name is Martine Tremblay. I was wondering when I

would hear from Me Van Damme. It's been two weeks since we had an appointment and I still

don't have any information about what's next. »

 What would you tell the client? Why would you do that?

SCENARIO 6

You meet Tina St-Laurent, a former classmate, after work. You exchange on your respective

professional experiences. Tina knows that her mother consulted Me Van Damme some time ago

and asks you questions about it.

 How would you act in this discussion? Why would you do that?

SCENARIO 7

One of your co-workers tells you that the client who is expected for the next appointment with

Mr. Van Damme sometimes behaves in an unpleasant, even aggressive manner. He recommends

that you prepare a strategy to try to avoid this situation when he arrives. Your colleague seems to

know a lot of information about this client, including that he has chronic back pain, that he is

currently receiving employment insurance benefits and that he is involved in a divorce.

 What would you tell your colleague? Why would you tell that?

 How will you deal with the client when he or she arrives? Why would you do that?

SCENARIO 8

Today, you have several mandates to complete. One of your colleagues, Lina, realizes that you

have a very busy schedule and offers to help you. Together, you agree that Lina will complete the

simple administrative tasks that need to be done for today. Since these tasks have been assigned to

you by your placement supervisor, you make it clear to Lina that these tasks need to be completed

today, how to do them, and where to place them when they are done. During the day, you realize

that Lina uses her cell phone a lot and is reading a novel. You hope she does this because she has

completed all the tasks because you have no time to do them yourself. At the end of this exhausting

day, your supervisor asks you to hand over the documents. You look at Lina, who looks away and

says that she didn't have time to complete the tasks and that, in any case, they weren't tasks she was

responsible for. Your supervisor is not very happy and holds you responsible for the situation.

 How would you react in this situation?

 What would you tell your colleague?

 What would you tell your supervisor?

SCENARIO 9

Janie calls the office. She mentions that she received the legal opinion from Me Van Damme

yesterday. In this legal opinion, Me Van Damme maintains that the client's chances of success are

nil. In fact, the client wanted to take legal action because of a latent defect, but she proceeded with

the repairs before notifying the seller. The client tells you that she is certain that something can be

done and that she would like Me Van Damme to review her file.

 What would you tell the client and how would you respond to her request? Why would you do that?

SCENARIO 10

The office receives only clients who have appointments. A man shows up at the reception desk

without an appointment and he has no record. The man does not speak French and his English is

very limited. He seems anxious and you do not understand what he is trying to tell you. Because

of the tone of his voice, you feel he is arrogant.

 How would you react in this situation?

 What strategy would you try to use so that you could come to understand each other?

Work to be completed:

 Using the knowledge acquired in the Introduction to Law and the Legal Profession and Alternative Dispute Resolution courses, please review the scenarios. Afterwards, please

create a Word file in which you will indicate in detail how you would react to these

situations.

Additional instructions:

 It is very important to indicate why you would do this.

 If you have done research to help you find some answers, don't forget to include your references at the end of the Word file.

Deadline for submission : ___11/16/2020 9h00___________