Course Outline

COURSE OUTLINE

As accounting firms transition from a focus on compliance services to a more strategic approach in helping clients to achieve their financial goals, there’s a strong need for accountants, managers and partners to be more proactive in managing client relationships. The challenge is that in most firms, most of the workflow is still compliance driven. This fosters a production line mentality where the main focus is on outputs rather than engagement.

It’s important that the sustainable firm of the future places emphasis on the development of strategic, organisational and communication skills in their accounting staff. This includes guidance on client engagement, managing expectations, identifying opportunities, overcoming issues, reframing relationships and being proactive with communication.

The Client Manager Course focuses on the key steps required for accountants, managers and partners to take control of client relationships at a personal level. We’ll discuss how technology is allowing individuals and firms to streamline compliance and open up opportunities to add value through stronger ongoing client relationships.

WHO SHOULD ENROL

This self-paced eLearning course is suitable for accountants, managers and partners who really want to take control of client relationships at a personal level. All 10 modules have clear learning objectives and assessment tasks. All learners will be required to develop their personal SMART action plan to drive client relationships at a level appropriate to their capabilities and responsibilities.

Course Content

COURSE MODULES

 

1. The New Age Client Service Manager – Responsibilities of client managers to 2020 and beyond
2. Your personal client service standards – Develop your own client service excellence program
3. Establishing scope of work and fee – Establish clear engagement with service agreements
4. Management of client expectations – Ongoing management of scope and fee for service
5. Management of client workflow –  How to manage workflow at a compliance and advisory level
6. Client communication strategies – Communication tools to engage consistently with clients
7. Dealing with difficult clients – How to manage challenging clients and difficult situations
8. Reframing client relationships – Key steps to introduce new services to existing clients
9. Client feedback and review processes – Ensure that you’re remaining relevant to your clients
10. projects to really engage with clients – Practical actions to develop client relationships

 

All modules include presentations, support material and assessment tasks. Learners are expected to develop and implement their personal SMART action plan.

 

Course Structure

  • Learners can complete courses at a place that suits them, within and outside work hours
  • Each learner will have a dedicated login to give them personal access to their course
  • Module material includes online presentations, workbooks, PowerPoint Slides, templates, scripts and articles
  • All modules also incorporate formal qualitative assessment tasks that encourage learners to develop practical actions demonstrating understanding of the concepts
  • All assessment tasks are scored, with directed feedback to learners on their response
  • As the learner progresses, they develop their personal SMART action list to drive change
  • Managers are able to see at a glance how their staff are progressing
  • All learners have access to course content for 12 months following their enrolment

Learning Process

Our self-paced eLearning courses follow a 4-step process in relation to learning objectives:

Understand

Evaluate

Implement

Review

All modules are structured with specific learning objectives and assessment tasks. Learners are expected to demonstrate that they understand learning objectives and can apply concepts through completion of the assessment tasks. A SMART action planning template is used to consolidate specific actions and to ensure that a timeframe for completion is established and followed. Regular review of progress is ensured through commitment to completing the course.

 

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