Introduction
The New Generation of Client Service
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Client management is no longer the responsibility of client managers and partners. Everyone in the firm involved with client work should take personal responsibility for the role they play in managing client expectations and delivery of services.
For firms transitioning from an annual compliance service to an ongoing advisory service with business and personal clients, it’s never been more important to establish clear expectations of client service excellence.
This new 12 part online program has been developed for accounting and advisory firms that are looking to really take control of their client relationships – to move from reactive to proactive in the way they communicate with their clients.
This course is suitable for any firm looking for its people to take a more proactive role in the management of client relationships.
Course content
Over 12 online modules, we’ll provide the structure to help your team develop a clear and consistent approach to client service, supported by systems, processes and behavioural guidelines.
- Develop your firm’s client care program
- Team engagement and collaboration
- Client service charter and behavioural guidelines
- Client communication standards
- Client engagement and re-engagement
- Fee management – scoping, invoicing and payment
- Client expectations and workflow management
- Develop service levels based on client profiles
- Client health check and needs analysis
- Structure of client interviews and meetings
- Dealing with client roadblocks and complaints
- Client feedback and review processes
Each module includes
- A 30 minute instructional presentation
- A structured implementation plan
- Supporting documents and templates
Outcomes
- Your firm’s client connection program in place
- Documented systems and processes
- Personal responsibilities determinedhttp://hightechsofttouch.com.au/product/client-connect/
This course is eligible for 24 CPD Hours
Modules
Here is the course outline:
1. Develop your firm's client care programAn introduction to the concept of a client care program. Instructions on how to set up the program for your firm |
2. Team engagement and collaborationGuidelines on firm policies and procedures for a collaborative for client relationship management |
3. Client service charter and behaviourA step by step guide to the establishment of a client services charter and guidelines |
4. Client communication standardsEstablish your firm's approach to client communication standards |
5. Client engagement and re-engagementA step by step guide to effectively engaging and re-engaging clients to effectively manage expectations |
6. Fee managementA guide to the proactive management of scoping, invoicing and payment terms with clients |
7. Client expectations and workflow managementDevelop a client communications policy in relation to workflow management |
8. Develop service levels based on client profilesLink service levels to client needs and fee levels |
9. Client health check and needs analysisDevelop a step by step process to deliver a client health check and needs analysis |
10. Structure of client interviews and meetingsEnsure that client interviews and meetings are facilitated in a way that maximises value to all participants |
11. Dealing with client roadblocks and complaintsEstablish a process for effectively dealing with client issues and challenges in a proactive manner. |
12. Client feedback and review processDevelop a process for receiving and acting on client feedback |