Part of a 2 part program – 7 Step Process to Exceptional Client Service. Click here to register

Are your clients getting what they really want from your firm?

When asked what clients really value, most accountants and advisors will highlight their firm’s responsiveness to client needs and issues. However, independent surveys of clients show that clients often don’t get the level of proactive service that they need and expect.

Key areas of client concern include:

1. My accountant doesn’t understand my needs and concerns
2. It takes too long to complete my accounting work
3. I don’t really understand the fee charged for service
4. There’s little follow-up on agreed priorities and actions
5. I feel like I’m just another client for the firm

In this special 2 part program, we’ll present detailed 7 step process to client service excellence for accounting and financial advisory firms.

1. Internal Audit – Conduct an internal audit of your firm’s client service standards
2. Client Feedback – Ask clients for reviews on the value and level of service received
3. Client Communication – Establish clear communication guidelines for your team
4. Fee for Service – Be upfront about what you’re charging for your services
5. Mutual Commitment – Establish mutual commitment standards and deliver
6. Personal Attention – Make each client feel that they’re important to your firm
7. Exceptional Service – Go beyond good service to really surprise your clients

What’s included in this online program:

1. Two Live Sessions – We’ll run 2 online sessions, both 60 minutes in duration
2. Client Services Audit Checklist – Conduct an internal assessment of your firm’s service standards
3. Client Feedback Toolkit – Detailed step by step process including procedures and templates
4. Workbook – A workbook will be provided to assist you and your team with the development of your firm’s client care program.

A link to the recording of the 2 sessions together with a copy of the PowerPoint presentation will be circulated to all registrants.

Dates:  Session 1: Wednesday 16^th September 2015. Session 2: Wednesday 23^rd September 2015

Times: 12.30pm – 1.30pm AEST | 2.30pm – 3.30pm NZST

Fee: $200 + GST per firm, per location – No charge for members of the TBA Knowledge Library. Click here for more information

CPD: This program is eligible for 2 CPE / CPD Hours. A certificate will be provided on request.

Who should attend? : Any staff of your firm involved in communication with clients – principals, partners, managers, accountants, advisors, administrators and reception.

Viewing Limits: Session recordings will be available to view for 3 months following the live session. Subscribers to the TBA Knowledge Library have unlimited access to recordings.

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