Good Clients, Bad Clients – How to manage them professionally

Course Outline

Managing clients is a tricky business. Some clients are interested in many accounting and advisory services and pay on time. Others use just one or two services, but still bring in reasonable profit. And then there are the clients that complain constantly and demand a level of service that they won’t pay for.

Every firm wants more good clients and fewer bad clients; however, it’s a fact of professional life that every firm has a mixture of clients. It’s how both client types are managed in a proactive way that determines your ability to develop stronger relationships with clients and focus on activities that generate growth and profit for your firm.

In this 2 part online course, we’ll explore the 7 key steps that ALL your people should consider to take control of client relationships.

Who should enrol?

This 2 part eLearning course is suitable for all accounting and administrative staff involved in managing client relationships.

A workbook will be provided, along with PowerPoint Notes.

Course Content

This 2 module course will incorporate the following 7 key steps:

1. Establish service levels linked to client needs and their ability to pay
2. Use client psychographic and behavioural profiles to respond appropriately
3. Deal effectively with client complaints and issues to avoid bushfires
4. Segment services to give clients options in relation to workflow and fees
5. Explore ways to really add value to clients with opportunity for growth
6. Take responsibility for proactive communication with clients
7. Know what to do when a client is just too difficult to manage effectively

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.