Client Care Flashcards
What do you understand by client care?
- Continuous process of always understanding the clients’ requirements, suggestions and complaints at every stage of the process to enhance service delivery.
- This can be done by:
o Taking client feedback
o Lessons learnt meetings
o Client satisfaction questionnaires
o Complaint handing procedures etc
o Defining client brief.
Why is client care important?
- Retain clients and secure repeated business.
- Reduce likelihood of conflict
- Maintain a strong reputation in the industry
What is a project stakeholder?
Someone/organisation who has an interest in the project
How do you conduct yourself with a new client?
Be well mannered, well presented, respectful and friendly.
How do you maintain good client care?
- Know your scope of works.
- Maintain a positive attitude.
- Problem-solve.
- Respond promptly.
- Actively listen.
How do you act with integrity and honesty at work?
- Respecting the privacy of colleagues in private conversations
- Communicating honestly
- Taking responsibility for your actions
- Keeping promises
- Follow organisations values.
What systems/procedures are in place to manage client care?
- Establish a preferred communication method
- Always follow up with the client
- Manage the client’s expectations with transparency
- Schedule client meetings regularly.
What is a complaint?
- An expression of dissatisfaction
- Complaints arise when expectations have not been met.
How do you deal with a complaint?
- Acknowledge the complaint;
- Notify the complaints handling manager
- Appoint a person to carry out the investigation
- Identify the outcome and course of action
- Formally respond to the client.
- If client is still unhappy, refer to independent dispute resolution.
- Inform the PI insurers
- Communicate lessons learnt internally
What is RICS guidance on complaint handling?
Complaints handling 1st edition, July 2016 (updated Jan 22)
How can complaints be avoided?
- Setting out the clear expectations in the scope of works/appointment document
- Communicating clearly and effectively with the client and stakeholders
- Follow company procedure and policy
- Follow RICS professional guidance and statements
- Seek feedback and resolve issues as soon as they arise.
How do you build trust with the client?
- Learn about their goals and objectives
- Act within level of competence
- Provide a high level of service
- Be transparent
- Be open and honest.
What is meant by the term soft landings?
Strategy to ensure the transition from construction to operation.
What is your company’s procedure for obtaining formal client feedback?
- Client satisfaction surveys are issued at key project stages.
How do you act upon feedback from the Client?
- Formally record feedback
- Share positives and discuss how to improve on negatives
- Review improvements in 6 months or another suitable period
