Client Care - Level 1 Flashcards
(17 cards)
Why is it important to develop long-term client relationships?
Developing long-term client relationships fosters trust, loyalty, and repeat business, leading to sustained success.
What different stakeholders have you come across in your role?
Stakeholders can include clients, contractors, suppliers, regulatory bodies, and community members.
How have you tailored your client care to one of these stakeholders?
I have customized communication and service delivery based on the specific needs and expectations of each stakeholder.
Why is it important to set objectives?
Setting objectives provides direction, measures progress, and enhances accountability.
What is your duty of care towards your clients?
My duty of care involves acting in the best interests of my clients, ensuring their safety and well-being.
How have you defined your scope of services within the limits of your competence and PI insurance?
I have clearly outlined my services in contracts, ensuring they align with my qualifications and insurance coverage.
How do you set fees?
Fees are set based on the complexity of the project, market rates, and the value provided to the client.
How have you used standard forms of appointment?
Standard forms of appointment help establish clear terms and expectations between parties.
What mechanisms are contained within an appointment document?
Appointment documents typically include scope of work, fees, timelines, and responsibilities.
What insurance requirements are you aware of (both legal and RICS)?
I am aware of professional indemnity insurance requirements and other legal liabilities as mandated by RICS.
How are stakeholders identified?
Stakeholders are identified through project analysis, stakeholder mapping, and engagement strategies.
How do you establish their status within a project?
Their status is established by assessing their influence, interest, and role in the project.
Explain formal communication systems with clients and stakeholders you are aware of.
Formal communication systems include scheduled meetings, reports, and official correspondence.
What KPIs might you agree with a client to monitor performance?
KPIs may include project milestones, budget adherence, and client satisfaction ratings.
How do you gather data during the inception stage of a project, including client briefings and site-based information?
Data is gathered through client interviews, site visits, and reviewing existing documentation.
Explain what BS EN ISO 9004 relates to.
BS EN ISO 9004 provides guidelines for improving an organization’s overall performance.
What is the definition of a Key Performance Indicator (KPI)?
A KPI is a measurable value that demonstrates how effectively a company is achieving key business objectives.
