Client Care Flashcards
(15 cards)
What is a client?
A company or individual who commissions a project and makes the overall decisions within that project.
Can you have more than one client?
Yes.
In what scenario could you have more than one client?
In a Joint Venture.
What is client care?
Providing an appropriate level of service which satisfies the clients needs and achieves value for money.
How can client care be provided?
Through clear communication, professionalism, competence, trust and reliability.
Why is client care important?
To achieve repeat business from existing clients.
Develop trust between my firm and it’s clients.
Avoid negative feedback which could be communicated throughout the industry.
When should I decline an instruction of new work from a client?
If there is a conflict of interest.
If I would be unable to provide the relevant service.
If the work was unlawful.
What do you need to consider when preparing a fee bid?
My firm has it’s own procedure’s for preparing fee submissions which comprise finding out the client requirements and providing a breakdown of our services to fulfil these requirements.
How would I limit the risk of working with a client who may be financially unstable.
I would carry out a screening process by gathering their account information from companies house.
I would refer this information to my firms in house Chartered Account for their review.
If a client asked me to lower my fees what would I do?
The client would have to pay the required price for the level of service required or reduce the scope of work involved.
How would I calculate a fee proposed?
I would review the work involved and the level of information available.
I would then calculate the time and number of individuals and apply an hourly rate to that resource whilst also adding an allowance for overheads and profit.
What is your companies procedure for client feed-back?
We undertake a formal project review with the client every financial quarter.
In my day to day involvement with the client, I look to receive feedback in either verbal or written communication.
At the end of each project, my company issues a Client Feedback form.
What is included in your companies client feedback form?
Client details.
Service Quality Questionnaire.
Areas for improvement.
Additional comments.
What is my companies complaints handling procedure?
A Senior Director is named in charge of the project and is the first point of contact for the complaint.
Once a complaint is received, this will be acknowledge by the Senior Director within 3 days.
The Senior Director will then conduct a formal review and provide the outcome to the client making the complaint within 7 days.
Should the client still be dissatisfied with the outcome, a second Senior Director is brought in to conduct another review.
All complaints and correspondence in relation to that complaint are forwarded to our complaints email addressed so they can be stored accordingly in our complaints log.
What would I do if a client disagreed with my assessment on a variation?
I would discuss this with them via a call to identify which elements in particular they did not understand.
I would then demonstrate my breakdown of assessment and showcase how I arrived at my opinion.
If they still did not agree with my assessment, I would go back to the contractor and negotiate further with them.
