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APC Revision > Client Care > Flashcards

Client Care Flashcards

1
Q

What are the key Elements to client care?

A
  • Identifying the client
  • Identify what type of client they are
  • Understand their behaviors
  • Allocate a client account manager
  • Maintain regular contact
  • Get client feedback
  • Good Business Development
  • Good complaints handling procedure
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2
Q

What are the 3 types of fee proposals?

A
  1. Lump Sum or Fixed Fee
  2. Time based Fee
  3. Percentage based fee
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3
Q

What guidance notes are there around fee proposals?

A

RICS Guidance on fees - Transparency consultation Final Report 2010

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4
Q

What is KPI?

A

Key Performance Indicators

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5
Q

What is the purpose of KPI’S?

A
  • Monitor costs
  • Track progress
  • Access client satisfaction
  • Identify strengths and weaknesses
  • Compare performance across projects
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6
Q

Name 3 things that help maintain good client care?

A
  1. Be clear on the scope
  2. Good Management
  3. Good Communication
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7
Q

What could you do to encourage repeat business?

A
  • Provide high level of service and customer care during projects
  • Obtain feedback and act on it
  • Deal with complaints honestly and effectively
  • Keep in touch with clients when we have no live projects with them
  • Organize Business development events.

POD KO

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8
Q

What are the 4 main elements of fee proposal?

A
  1. Lump sum, % basis or daily / hourly / weekly rates
  2. Terms & Conditions
  3. Exclusions
  4. Assumptions
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9
Q

Name 4 factors that may affect a fee proposal?

A
  1. Size and complexity of project
  2. Location of consultant to site
  3. Programme and resources
  4. Scope of works
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10
Q

Name 3 reasons why you maybe under resourced?

A
  1. Additional works required
  2. Prolongation of construction works
  3. Originally under priced to begin with
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11
Q

Name 4 construction KPI’s?

A
  1. Costs Vs Budget
  2. Project progress
  3. Complaints
  4. Incidents / Accidents
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12
Q

What is a letter of appointment?

A

it is a document which is issued when a client wishes a consultant to start quickly and a consultancy agreement or contract is not yet in place but the client wants the works undertaken.

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13
Q

What are the main content of a letter of appointment?

A
  1. Appointment particulars
  2. Payment terms
  3. Limitation to liability
  4. Insurances
  5. Dispute resolution
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14
Q

What is duty of care?

A

This is when you have an obligation to avoid acts which may harm a person. This means must anticipate risks to the client and take care to prevent them from coming to harm.

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15
Q

How can you promote and establish trust?

A
  • Be transparent
  • Be honest at all times
  • Learn about your client and their objectives
  • Only act within your level of competencies
  • Always act in a professional manner
  • Always provide a high level of service
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16
Q

What is your companies complaints handling procedure?

A
  1. Allocate complaint to appropriate person
  2. Identify timescales for the response
  3. Notify insurers for PII purposes
  4. Investigate the complaint
  5. Identify outcome / course of action
  6. Communicate response with client
  7. Formally record in CH log
  8. Have internal lessons learnt
17
Q

What is client care?

A

The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with systems of procedures for managing client care process within the public interest.

18
Q

If a client was prepared to pay you in advance for services you or your company were providing, how would you ensure it is dealt with?

A
  • I would that a client account is set up, in line with the rules of conduct for firms: handling client money
  • I would issue a statement of the account once it has been set up
  • I will agree with the client how the monies will be drawn down
  • I would issue a revised statement every time money is drawn down
  • Once the works are complete, I would provide the client with a reconciliation of the account identifying when the monies were drawn down etc.
19
Q

If you were going to set up a business and operate as a chartered surveyor, what insurance would you need in place?

A

Professional Indemnity insurance.

20
Q

What is an ombudsman?

A
  • An official who is appointed to investigate a individual complain against a company or organisation
21
Q

How might you establish your clients objectives?

A
  • Client questionnaires
  • Key performance indicators
  • Pre-start meetings
  • Benchmarking
  • Good clear communication
22
Q

Why is client care important within your organisation?

A

We provide an advisory service and a high level of trust between ourselves and our clients is essential for a successful project delivery.

23
Q

What is your company’s procedure for client feed-back?

A
  • We do project reviews every 2 months
  • Informal continuous feedback process
  • Satisfaction survey at end of project
24
Q

How can you encourage repeat business?

A
  • provide a high level of service and customer care during project
  • Obtain feed back and act on it
  • Deal with complaints honestly and effectively
  • Keep in touch with clients even when no live project with them
  • Organise business development activities such as social events and CPD’s
25
Q

What are the advantages and disadvantages to working from a client office?

A
  • Quicker clearer lines of communication
  • Better understanding of client’s cultures, needs and expectations
  • Loss of technical support from colleagues
  • Progressive alienation from own organisation

APC Revision (9 decks)

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