Client Care Level 2 Flashcards
Have you had to deal with any complaints on your projects?
I have not. But if I did, I would ensure I complied with my company’s complaints handling procedure and RICS requirements.
Have you drafted/compiled any appointment documents?
Have you compiled an appointment document for professional servises?
Have you consulted with statutory authorities on consents or approvals?
Have you assessed your client relationship and/or your team’s performance on a project?
My company was recently appointed on a project for a client which entailed brand intervention and store refresh works to bring the store and BOH areas up to spec whilst integrating new brands into the retail space.
There was a team of 3 QS’s working on this project, of which I was required to manage and be the client facing contact from a strategic perspective. As part of this, I was required to monitor my teams performance against client deadlines and internal and external KPIs.
On the Retail Relocation Project, how did you establish your client’s objectives? Did you critically appraise them in any way to ensure they were realistic?
Following a brief from the client of the overall purpose of the project, I created a summary of what I understood from their objectives to be and how these could be achieved.
I set up a meeting with the client to ensure my understanding and of these objectives was correct, requesting and challenging these in relation to the client’s priority rating.
On the Weymouth Retail Project, did the increase in reporting frequency lead to an increase in fees?
Yes, the increase in frequency was over and above our initial scope of services and therefore fee proposal.
I liaised with the client in relation to this, in which they agreed to the increased reporting frequency and consequential fee increase.
Can you give me another specific example of a project where you have provided advice regarding client care?
