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Client Service Excellence Program – 4 Part Program – July 2016
4 July 2016@ 12:30 pm - 2:00 pm
An event every week that begins at 12:30 pm on Monday, repeating until 25 July 2016
Click here for a detailed brochure. For More Information Call 1300 883 789 (+612 9904 8400)
TAKE ADVANTAGE OF OUR EARLYBIRD SPECIAL – $600 until 24th of June 2016
You don’t need to be a genius to know that client perceptions count. According to a survey done by the Australian Customer Service Awards, it costs you five times as much to win a new client than it does to keep a current one.
How can you expect a client to trust you with their valued-added work if you don’t ‘wow’ them with your client service excellence when completing their compliance work? The clients perception is critical when making the decision to take up advisory services with your firm.
Most accounting firms claim that they differentiate themselves with their “client service excellence”. Would your clients agree? – What would your clients say about your firms service? Are they “wow-ed” by your proactive approach? Are they always satisfied and met with a great experience each time?
If you have to scratch your head for even one of the above questions – perhaps it may be time to rethink your approach to delivering client service excellence. After-all, client perceptions count.
Session Outline:
Session 1 – Empower Your Team to Deliver
- Understand the clients’ perspective
- Make your clients feel valued
- Manager different client types
- Set up a client services team
Session 2 – Client Perceptions Count
- Identify what your clients really want
- Find out what client service excellence should
- look like in your firm
- Introduce effective client feedback processes
- Implement changes to bridge the ‘service gap’
Session 3 – Create a Culture of Client Service Excellence
- Develop a client service charter
- Create a competitive advantage
- Establish client care KPIs
- Audit and upgrade client care procedures
Session 4 – Deal With Client Complaints
- Handle complaints effectively
- Identify and deal with client concerns
- Use language to calm angry clients
- Turn complaints into compliments
Session Dates and Times:
- Session 1 – Monday 4th July 12.30 – 2.00pm AEST 2.30 – 4.00pm NZST
- Session 2 – Monday 11th July 12.30 – 2.00pm AEST 2.30 – 4.00pm NZST
- Session 3 – Monday 18th July 12.30 – 2.00pm AEST 2.30 – 4.00pm NZST
- Session 4 – Monday 26h July 12.30 – 2.00pm AEST 2.30 – 4.00pm NZST
- Open Forum – Monday 8th August 12.30 – 1.30pm AEST 2.30 – 3.30pm NZST
Click here for a detailed brochure. For More Information Call 1300 883 789 (+612 9904 8400)
Fee: $800 + GST per firm
TAKE ADVANTAGE OF OUR EARLYBIRD SPECIAL – $600 until 24th of June 2016
CPD: There are 12 CPD / CPE Hours available for this program.
Money-Back Guarantee – If for whatever reason, you are not happy with your purchase, we’ll gladly issue a refund, no questions asked!
Note that TBA Knowledge Library Training Points are not available for this program.
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