Client Care Flashcards
(6 cards)
Q. Do you know what are KPI’s and what are they used for?
o KPI’s are key performance indicators
o A way of measuring performance against key targets that need to be achieved.
Q. Can you talk me through your company’s complaint handling procedure?
o 2 stage process
o Complaint is received and responded to for receipt within 7 days
o It is tracked and logged and passed onto our appointed director who deals with complaints (Anrew Constable)
o Within 28 days a formal response to the complaint is then given.
- If not resolved then can be extended to independant redress provider. Stated in our complaints handling procedure as the Centre for Effective Dispute Resolution
Q. Can you give me an example of when you have provided good client care?
o Prior to issuing a cost plan, the client called to say they wanted to change how it was going to be presented.
o To deal with this, I had to stay late to incorporate the changes
o Upon issue, the client gave me great feedback and said it was received well.
What documents need to be in place to ensure this can happen?
o Clear brief
o Clear understanding of the client requirements
What is included in a standard appointment document?
- Scope of services
- Terms of business
- Fee agreement
- Timeframe
- Exclusions / clarification
- Change mechanisms
- Payment mechanisms
How would you establish a client brief?
Number of meetings to understand the key client requirements
Establish a scope of services
Wider business plans to be aligned to them
Lessons learnt
