Client Care Flashcards
(30 cards)
What is a project stakeholder?
A project stakeholder is anyone that has an interest in or is affected by the outcome of a project.
Provide examples of common stakeholders typically involved in a project?
- The Client
- The Contractor
- Designers
- Contract Administrator
- End Users
Why is it important to establish the project stakeholders early on?
Helps ensure clear communication, aligns expectations, identifies potential risks or conflicts, and fosters collaboration.
What is a client brief?
A client brief is a document that outlines the client’s requirements and objectives for a project.
What information would be recorded within a client brief?
- Budget
- Timescale
- Risk Considerations
Why are client briefs crucial to the overall success of a project?
Because it forms the basis of all design, planning, decision-making, and execution.
What are the consequences of an inaccurate client brief?
It can cause misunderstandings, scope creep, and costly rework.
What is a KPI?
A key performance indicator is a quantifiable measure of performance over time for a specific objective.
Can you provide an example of a KPI that you have been set?
Maintaining the project programme to ensure the planned project completion date is achieved.
Summarise the RICS Complaints Handling Guidance note
Summarise Summers-Inman’s Complaints Handling Procedure?
Complaints to be submitted in writing to .. and a response provided within 14 days.
What would you do if a client rang you and wanted to make a formal complaint?
I’d reassure the client that their business is important to us and thank them for brining it to my attention. I’d advise them that I will re-issue them with a copy of the complaints handling procedure via email and I’ll include details of the director that they will need to email their complaint to.
Who were the project stakeholders for MSB Lab Refurb?
What were the University of Leicester’s key objectives for the MSB lab refurb project?
What was the timeline and the budget for the MSB Lab Refurb project?
Can you name the different RICS Forms of Consultant’s Appointment documents?
- RICS Standard Form of Consultant’s Appointment
- RICS Short Form of Consultant’s Appointment
- RICS Short Form of Consultant’s Appointment for Designated Services
Why did you decide to use the short-form document for your below ground drainage project at IOSH?
Because as the project involved one contractor repairing some drainage runs it was short and simplex in nature.
When might you use the RICS Short Form of Consultant’s Appointment for Designated Services?
- Dilapidations Services
- Expert Witness Services
- Reinstatement Cost Assessment Services
What information is included within the short-form document?
- Details of the client, consultant and project
- Fee and payment terms
- The level of Professional Indemnity Insurance
How do you provide good client care?
I take time to fully understand the client’s requirements, I advise them of realistic expectations and I communicate with them clearly and frequently.
Which Rule of Conduct specifically applies to client care?
Rule 3.
How would you proceed with a new client enquiry email?
I would respond within 24 hours thanking them for their enquiry and ask when a convenient time would be for me to call or meet them to discuss the enquiry further.
What should you consider before confirming a scope of service?
Do I have sufficient resources and am I competent to provide those services in a timely manner and to a good standard.
Would you accept an appointment for a role you have no experience in?
I would request that a suitably qualified or experienced colleague undertakes the appointment, so that I can shadow them to gain the appropriate experience.
