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. 

  1. Develop your firm’s client care program
  2. Team engagement and collaboration
  3. Client service charter and behavioural guidelines
  4. Client communication standards
  5. Client engagement and re-engagement
  6. Fee management – scoping, invoicing and payment
  7. Client expectations and workflow management
  8. Develop service levels based on client profiles
  9. Client health check and needs analysis
  10. Structure of client interviews and meetings
  11. Dealing with client roadblocks and complaints
  12. Client feedback and review processes

 Each module includes

  1. A 30 minute instructional presentation
  2. A structured implementation plan
  3. Supporting documents and templates

 Outcomes

  1. Your firm’s client connection program in place
  2. Documented systems and processes
  3. 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 program

An introduction to the concept of a client care program. Instructions on how to set up the program for your firm

2. Team engagement and collaboration

Guidelines on firm policies and procedures for a collaborative for client relationship management

3. Client service charter and behaviour

A step by step guide to the establishment of a client services charter and guidelines

4. Client communication standards

Establish your firm's approach to client communication standards

5. Client engagement and re-engagement

A step by step guide to effectively engaging and re-engaging clients to effectively manage expectations

6. Fee management

A guide to the proactive management of scoping, invoicing and payment terms with clients

7. Client expectations and workflow management

Develop a client communications policy in relation to workflow management

8. Develop service levels based on client profiles

Link service levels to client needs and fee levels

9. Client health check and needs analysis

Develop a step by step process to deliver a client health check and needs analysis

10. Structure of client interviews and meetings

Ensure that client interviews and meetings are facilitated in a way that maximises value to all participants

11. Dealing with client roadblocks and complaints

Establish a process for effectively dealing with client issues and challenges in a proactive manner.

12. Client feedback and review process

Develop a process for receiving and acting on client feedback