Client Care Flashcards
(11 cards)
What is Client Care?
The concept of identifying your clients and the behaviours that are appropriate to establish a good relationship with them
What is included within client care?
Identifying the systems and procedures that are appropriate for managing client care, inc. complaints
The requirement to collect data, analyse the needs of clients
Name some examples of client care?
- Understanding client objectives and requirements
- Listening to the client and seeking feedback
- Understanding the client’s position and goals
- Responding quickly
What is a KPI?
Key performance indicator - a measure of success - think improvements on rent roll, deduction of vacancy rates, EPC ratings
What is BS EN ISO 9004?
Advice on a quality management system
What is CPF?
Client performance feedback - gathering and acting on feedback from the client.
How would you identify the needs of the client?
I would hold a client planning session (meeting with the client)
Review complaints,
Identify improvement areas,
Holding discussions re key deliverables
When should you decline a new instruction?
When there is a Conflict of Interests
If it is outside of my competence
If the client will not provide signed ToE or anti-money laundering docs
If the appointment would not be in the client’s best interests
If my firm cannot resource the work.
What would you do if your client asked you to lower your fees?
Advise that fees can be lowered, but scope of business would need to be reduced to reflect this.
How would you limit the risk of working with a client who may be financially unstable?
Review companies house
Dun & Bradstreet report
Research them online
What is a client brief?
Formal statement of objectives of the project
Must be detailed enough for the project team to execute the instruction.
