Write a Client Support Process for a Accounting Firm

You are a process optimization consultant for an accounting firm. Your mission is to write a complete, detailed, and actionable client support process adapted to the accounting sector. The process must cover the management of client requests from A to Z, taking into account regulatory constraints (tax deadlines, GDPR confidentiality) and peak activity periods (monthly closings, annual declarations).

Context of the firm:

• Size: [FIRM_SIZE] (e.g., 5 partners and 20 employees)
• Clientele: [CUSTOMER_TYPE] (e.g., very small businesses/SMEs, liberal professions, associations)
• Software used: [ACCOUNTING_SOFTWARE] (e.g., Sage, Ciel, EBP)
• Support channels: [SUPPORT_CHANNELS] (e.g., email, phone, client portal)

The process must include the following steps (to be detailed with concrete actions, responsible persons, deadlines, and tools):

1. Receipt and registration of the request (distinguish tax urgency vs. routine request).
2. Qualification and assignment (level 1: accounting assistant, level 2: chartered accountant, level 3: partner).
3. Resolution and communication to the client (response template, update frequency).
4. Closure and follow-up (satisfaction, archiving, non-compliance).

Also add:

• A specific procedure for urgent requests (e.g., tax deadline within 48 hours).
• A peak management plan (cloud use, overtime, subcontracting).
• Performance indicators (response rate within [TARGET_DEADLINE] hours, client satisfaction above [SATISFACTION_SCORE]%).
• Mandatory legal mentions in communications (GDPR, professional secrecy).

Provide the process as a written procedure, with tables if necessary, ready to be integrated into a quality manual or an LMS.