Client Care Flashcards
(26 cards)
What is Client Care?
The continuous process of understanding the client’s requirements, suggesting improvements and providing excellent service delivery.
What are some of the methods you have used to ensure good client care?
- Understanding the client’s needs and requirements in full
- Having a complaints handling procedure in place
- Having measurable KPI’s in place
- Holding regular client feedback meetings
Why is client care important?
- To retain existing clients
- Reduce the likelihood of disagreements
- Maintain good reputation
Who is your client?
Anyone who I owe a duty of care to
How do you conduct yourself towards your clients?
Being well mannered, well presented, respectful and professional.
What is the difference between a client and customer?
A client is given a high level duty of care throughout the provision of service, whereas a customer is not.
If your client has agreed with you in person to provide some additional services, what should you do?
Follow it up in writing and start the preparation of a contract agreement.
Name some Quality Management System (QMS) procedures which you adopt on a project?
In AtkinsRealis, we have our QMS procedures such as:
- Execution plans (Commercial, PM, PCon, engineering, and Design)
- Templates for contract administration (letters, early warnings, PMI’s, etc.)
- Guidance/ advisory notes
- Procedures
What is the purpose of lessons learnt workshops?
It helps with understanding positive and negatives of a commission which can be adapted and improved upon in future projects.
What do you do when you receive feedback from your clients?
I try to ensure it is put down in writing. I share the positives with the team and discuss how the negatives can be improved upon. I ensure I periodically monitor the teams performance in line with the feedback received.
What are KPI’s?
These are key performance indicators on how well an organisation is performing in respect to the services they are providing.
Give me examples of some KPI’s that you have had on your projects
- Client Satisfaction
- Quality of deliverables produced
- Timely completion of deliverables
- Continuous improvements/ value add activities
- H&S score
- Environmental/ sustainability score
Explain some client care methods your organisation deploys
- Client care feedback questionnaires
- Regular feedback sessions
- Periodic KPI meetings
Why is client retention important?
It is easier to maintain existing relationships than building new ones. The amount invested in tendering for new work or clients can be reduced through this.
How do you manage you client’s expectations?
- Listen attentively to their requirements
- Set out strategies, goals and timelines in agreement
- Offering them with advise within the scope of service
What is the benefit of hiring a chartered surveyor?
They have the recognition of providing a high standard of service to their clients, with excellent technical and professional competence.
What would be the typical information you would expect from a client’s brief when appointed?
- Scope of Service
- Terms of appointment
- Insurances required
- Duration of appointment
- Fees
What would be typically be excluded from professional services fees?
- VAT
- Disbursements
- Insurances
- Claims
What do you require when forming a professional services agreement?
- Scope of service
- Project details
- Duration of appointment
- Terms & conditions of agreement
- Deployment Schedule
- Pricing document
- KPI’s
- Insurances
What is a complaint?
An expression of dissatisfaction
What should you do if you receive a complaint?
Follow my organisation’s CHP policy:
- Ensure the complaint is received in writing
- Inform the insurers of the status of the complaint throughout
- Assign a complaints handler
- Appoint a person to undertake an investigation
- Respond in the identified timeframes under the CHP
- Record the complaint under the complaints log
- Share the CHP and advise on timescales on resolving their complaint
- If the complaint cannot be resolved internally, refer them to an external redress scheme
What is your firms procedure in handling complaints?
It is firstly dealt by the Commission Manager, if it is not resolved by them, then the Practice Director, then the Managing Director, then to the CEO, and if not resolved, then to an external redress scheme.
What should you do when you are required to handle client money?
Ensure the money is held in escrow account and follow the RICS guidance relating to handling client’s money.
What is Professional Indemnity Insurance (PII)?
Insurance that protects firms in the event of professional negligence.
