Client Care Flashcards
(20 cards)
What is a client brief?
Something that is defined by the client at the outset of the project outlines the scope along with the clients aims and objectives.
What do you do if you have received a complaint?
Make sure you understand the complaint
Acknowledge the complaint
Evaluate whether insurers need to be notified.
Ensure the complaint is logged.
Investigate the complaint and ensure there is a redress mechanism in place.
What are the PI insurance requirements for firms
<£100,000 turnover - Minimum £250K
£100,001- £200,000 - Minimum £500K
> £200,001 - Minimum £1m
You mention you carried out site inspection report what critical matters would you report on?
Health and Safety
Delays to Programme
What do you do if you have identify and issue on site?
I will report this to the client and make the contractor aware, I would then agree a redress mechanism and timescale for resolving the issue
What would you include in a fee proposal?
Scope of services
Fee
Terms and conditions
Assumptions and exclusions
What would you do if the client ask for you to reduce the fee?
I would advise the fee cannot be reduced based on the current scope required however I can look at reducing the scope in order to meet the client fee requirements
Could you tell me why client care is important?
Satisfied clients are more likely to return for future business
Reduced complaints
Reputation
Recommendation
What is the aim of a project brief?
Establishing the clients aims and objective which helps to determine what service are required for the client
Can you tell me what the main process for PE for handling complaints?
Compliant most be forward to the compliance and performance team.
- The C&P team will then inform the Partner/director of the complaint
- Acknowledge the complaint within two days
- Identify root cause
- Respond to complaints within ten working days
- Follow up to ensure client is happy with the complaint
What are KPIs and can you provide some examples?
Key Performance indicators - used to measure a company’s performance.
Meeting programme dates
Cost vs Budget
The number of variations on a project.
Please can you tell us about your understanding of professional indemnity insurance?
PI insurance is put in place to protect the firm against any financial loss from claim made against the firm for professional negligence.
Are you aware of what run off cover is?
PI insurance which remains in place after a firm stops trading
How long should run off cover stay in place for after a firm stops trading?
6 years under hand, 12 years deed
If you had your own surveying practise and turned over £150k per year, what the minimum level of PI insurance required?
£500k
If a client complained via the complaints handling procedure, if their complaint still couldn’t be resolved what would be the next step?
Alternative Dispute Resolution
What is the form of redress for Pick Everards CHP?
Property Ombudsman (I think) – check this, as not 100%
How did you go about providing a more personal and efficient service?
Ensure effective communication with the client
Issuing report on time
Understanding the client aim and objectives
How would you handle a client complaint?
Acknowledge the complaint - 7 day
21 day to investigate a solution (28 days in total)
Escalate to the designated complains handing team
Notify Pi insurer
Have a redress mechanism in place
How did you establish the scope of service required by the client?
- Setting up communication systems with client and stakeholders
- Establish objectives.
- Confirming client brief
- Analysing the data gathered from the process to formulate requirements.
