Client Concierge – Ultimate Client Management for Administrators, Accountants and Advisors

Course Outline

This is a self-paced online course. Learners can register at any time and have 12 months to complete the course.

Elevating Client Service Administration to the Next Level

With the emergence of digital disruption and advancements in artificial intelligence (AI), the client service industry is experiencing rapid changes. Client expectations have shifted, and businesses need to adapt quickly to keep up.

Key questions progressive partners and administrators should be asking include:

• Are we taking control of client relationships from the outset? Do we manage our clients or do they manage us?
• Do we really know our clients? Do our clients really know what they want?
• Do all team members understand their role in communicating proactively with clients?

Is your firm in a strong position to use technology and digitisation to improve the way you engage with clients?

What’s the course all about?

The Client Concierge eLearning Course will help your firm elevate client service administration to the next level. By enrolling in this course, you will:

• Learn the essential skills needed to succeed in a Client Concierge role
• Understand the impact of digital disruption and AI on the client service industry
• Develop strategies for effective client onboarding and engagement
• Learn how to manage client relationships effectively
• Develop skills to reach out to clients and boost your marketing efforts
• Create a top-notch client service charter and elevate your client service administration to the next level

This course will equip you with the skills and knowledge needed to succeed in this evolving landscape.

Who’s it for?

Both new and experienced administrators in public practice will benefit from the opportunity to critically review their firm’s approach to client relationship management. This course is also suitable for principals, directors, partners and managers involved in the managing client relationships

CLICK HERE to download the Client Concierge Position Description

TO VIEW AND DOWNLOAD THE COURSE BROCHURE, CLICK ‘BROCHURE – DOWNLOAD’ UNDER NAVIGATION OPTIONS TO THE RIGHT. YOU CAN ALSO VIEW THE COURSE LEARNING OBJECTIVES.

For September 2024, you can enroll up to three staff members for a single course registration fee of $720 + GST

If you’re interested in this course, you might also want to look at the Client Service Administration eLearning Course for Administrative Teams

Course Content

This course consists of 8 modules:

Module 1 – Introduction to Client Concierge

• Understand the role and importance of Client Concierge
• Learn the key skills required for Client Concierge
• Get an overview of the course content

Module 2 – Client Onboarding and Engagement

• Define client onboarding and why it is important
• Discover best practices for successful client onboarding
• Explore strategies for effective client engagement

Module 3 – Client Relationship Management

• Learn about the client lifecycle and how this relates to engagement
• Develop effective communication and relationship-building strategies
• Discover how to manage client expectations and handle complaints

Module 4 – Client Feedback and Review Procedures

• Understand the importance of client feedback for business success
• Discover how to collect and analyse client feedback
• Learn how to implement action plans based on client feedback

Module 5 – Client Connections and Marketing

• Develop a client contact strategy
• Create effective marketing messages for clients
• Learn how to measure the effectiveness of client contact and marketing efforts

Module 6 – CRM Business Systems and Processes

• Discover how to create efficient and effective client communication systems
• Learn how to streamline client service administration processes
• Explore how to maximise productivity through automation and delegation

Module 7 – Developing a Client Service Charter

• Understand the benefits of a client service charter
• Learn about the key elements of a successful client service charter
• Discover strategies for implementing a client service charter

Module 8 – Putting it All Together

• Review the key concepts covered in the course
• Develop a personalized action plan for elevating client service administration
• Get tips for ongoing improvement and success

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:

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.