Client Care Flashcards

1
Q

What is client care?

A
  • Understanding a client’s needs and requirements
  • Complaint handling procedures
  • Quality assurance procedures
  • Key performance indicators
  • Client satisfaction surveys
  • Client brief
  • Lessons learnt
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2
Q

Why is client care important?

A
  • Retain existing clients
  • Reduce likelihood of conflict
  • Maintain reputation
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3
Q

Detail some Quality Management Systems (QMS) you have implemented on your projects?

A
  • Project Execution Plan (PEP)
  • Quality Plan
  • Derogation schedules
  • Joint actions lists
  • Standardised contract administration forms
  • Defect checklists
  • Reporting templates
  • Schedules and trackers
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4
Q

What is a Lessons Learnt workshop?

A
  • Review a recent failing or success on a project
  • Put in place a procedure to prevent failing happening again
  • Review success and share with others
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5
Q

What is the purpose of the Customer Care Interview?

A
  • Get a measure of client satisfaction
  • Understand what has worked well / not so well
  • Agree KPIs
  • Agree actions to improve service
  • Build / maintain trust
  • Strengthen relationship
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6
Q

How does your company obtain client feedback?

A

Client satisfaction surveys are issued at key project stages

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7
Q

How do you manage clients’ expectations?

A
  • Agree strategy, goals, timelines
  • Being open and honest
  • Offering good advice and direction within scope of service / competency
  • Effective communication
  • Use tried and tested methodology
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8
Q

How do you act on client feedback?

A
  • Record feedback formally
  • Review positives / negatives with the client
  • Negative could be through complaints handling procedure
  • Use lessons learnt process
  • Review again in appropriate period of time (e.g. 6 months)
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9
Q

What are KPIs and can you give some examples?

A

Metrics that can be used to measure performance of consultants, contractors or supply-chain
Can benchmark business / project performance
E.g. Completion on time, number of defects, H&S incidents, environmental scoring, etc.

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10
Q

What information is typically included in a client’s brief?

A
  • Services required
  • Insurances required
  • Terms of appointment
  • Duration of appointment
  • Client procedures and policies
  • Key success criteria
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11
Q

What might be included in a consultant fee proposal?

A
  • Scope of service
  • Terms of appointment
  • Basis of pricing
  • Project team CVs
  • Project details
  • Timescales
  • Insurances
  • Exclusions
  • Assumptions (e.g. programme)
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12
Q

If you realise you have underestimated a fee proposal, what should you do?

A

Assess whether requirements (time or quality) have increased

If scope has remained the same, it is a mistake and the level of service should be maintained

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13
Q

What are the pros/cons of managing an internal team as opposed to an external team?

A

Pros:

  • Ability to influence the make-up of the internal team based on previous experience, and knowledge of the client / client processes
  • More visibility of internal team (workload, performance, issues)
  • Greater ability to informally manage internal team performance
  • Assurance of the internal QMS
  • Internal team generally requires less co-ordination
  • Can use internal communication channels

Cons:

  • Less ability to manage contractually
  • Sometimes internal clients are lower priority
  • Ethical dilemma if you know your colleagues do not have capacity
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14
Q

What is a consultant appointment document?

A
  • Terms and conditions for services being provided by a consultant to a client
  • RICS provide a standard form of consultant appointment
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15
Q

On what grounds might you claim additional fees?

A
  • Dealing with contractor insolvency
  • Delay to programme by contractor
  • Increased scope of service
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16
Q

When should you decline an instruction for work from a new client?

A
  • Potential conflict of interest
  • Instruction could include illegal or unethical action
  • Conflict with RICS rules or standards
17
Q

Describe your firm’s Quality Management System?

A
  • Fully accredited BSI 9001
  • Covers all multi-discipline services
  • Customer Care interviews annually
  • Equity Partner involved with every client
  • Continuous checking procedures
  • Technical peer review
  • Document management system
  • Training & personal development of staff
  • Annual external BSI audit
18
Q

Provide an example when you have shown good client care?

A

The Oxford Trust – the client asked for a full multi-discipline feasibility study – I reviewed the requirements and advised that a mechanical focussed feasibility would meet the requirements and save the client time and money

19
Q

What are the objectives of the RICS Client Money Handling Professional Statement?

A

RICS members and RICS regulated firms must understand their obligations to ensure:

  • Client money is kept safe
  • Client money accounts are used for appropriate purposes only
  • RICS-regulated firms have the appropriate controls and procedures to safeguard client money
20
Q

What are the requirements of RICS-regulated firms holding client money?

A
  • Firm must have exclusive control of the client account
  • Money shouldn’t mix
  • Account contains the word ‘client’ and name of firm
  • Money held is immediately available
  • Money received should be promptly paid into the client account
  • Client money used only for client’s matters
21
Q

How would you formulate a fee proposal? Would you include a resource schedule?

A

Understand client’s requirements - scope, budget, key details
Identify right resource mix for delivery
Assess the duration
Apply the daily rates against the activities
Review total fee as % of project budget (sense check)
Develop a scope of service in collaboration with the project team

22
Q

What is ISO 9001 accreditation?

A
  • A quality management system
  • Demonstrates ability to consistently provide products and services that meet customer and regulatory requirements
  • Externally audited