Client Care - Level 1 Flashcards
(17 cards)
Tell about why it is important to develop long-term client relationships.
It leads to greater customer lifetime value, increased loyalty, positive word-of-mouth referrals, and reduced customer churn.
Tell me about the different stakeholders you have come across in your role.
Internally, this includes the project team, the project manager, and senior management. Externally, stakeholders include customers, vendors, investors, government agencies, local
communities, and the general public.
Tell me about how you have tailored your client care to one of these stakeholders.
I would tailor client care to a project team, prioritize understanding the project’s unique needs, the team’s communication preferences, and the client’s specific expectations.
Why is it important to you to set objectives?
It provides a clear roadmap, enhances accountability, fosters motivation, and ultimately drives client success.
Tell me about your duty of care towards your clients.
I have a legal and professional obligation to exercise reasonable care and skill when providing services to my clients. This means avoiding negligence and ensuring my work meets the expected standards of a reasonable professional.
How have you defined your scope of services within the limits of your competence and PI insurance?
I was clear and concise in my engagement letter and terms and conditions. This included defining the scope of work, any assumptions, and any tasks you won’t be undertaking.
I would also consider including liability exclusions and limitations, and seek advice from my insurance broker and/or legal advisor.
How do you set fees?
I considered factors like the type of service provided, the client’s financial situation, and my firm’s costs.
A fixed fee, hourly rate, or a combination of both can be used, but it’s crucial to provide clear estimates and explanations to the client.
How have you used standard forms of appointment?
I used the short form of Consultant’s Appointment as it was a smaller, less complex project.
What mechanisms are contained within an appointment document?
Mechanisms include: defining the scope of services, outlining remuneration, addressing potential disputes, and handling termination or incapacity of the consultant.
It also often includes provisions for third-party rights, collateral warranties, and novation.
What insurance requirements are you aware of (both legal and RICS)?
PII Compliance:
Run-off Cover:
RICS requires a minimum of six years of run-off cover after the cessation of the practice.
Minimum Policy Wording:
RICS requires a minimum civil liability policy wording.
Any One Claim Basis:
The PII must be on an “Any One Claim” basis with full retroactive cover, including past and present employees.
How are stakeholders identified?
They are identified by drawing stakeholder maps, categorizing them, and using RACI matrices.
RACI is a responsibility Matrix.
How do you establish their status within a project?
I would identify who the stakeholders are and what their interests and potential impact are.
Explain formal communication systems with clients and stakeholders you are aware of.
Written, Verbal, Digital,
What KPIs might you agree with a client to monitor performance?
Some examples include customer satisfaction scores, Net promoter scores, and customer retention rates, as well as metrics specific to the type of service being provided.
How do you gather data during the inception stage of a project including client briefings and site based information?
- Client Briefing:
Understanding Needs: Thoroughly understand the client’s objectives, requirements, and expectations.
Data Collection: Gather information on the scope of work, project goals, budget constraints, and desired outcomes.
Documenting Requirements: Record the client’s needs in a clear and concise manner. - Site-Based Information:
Site Assessment:
Evaluate the physical characteristics of the site, including topography, soil conditions, and accessibility.
Surveys and Measurements:
Conduct surveys and measurements to accurately define the site’s dimensions and boundaries.
Existing Conditions:
Document any existing structures, utilities, or environmental constraints on the site.
Explain what BS EN ISO 9004 relates to?
BS EN ISO 9004:2018 is an international standard that provides guidance on enhancing an organization’s ability to achieve sustained success through quality management.
What is the definition of a Key Performance Indicator (KPI)?
A measurable value that demonstrates how effectively an organization, department, or individual is achieving a specific strategic goal or objective.
Essentially, KPIs are metrics used to track progress towards defined targets and help understand whether the organization is on track to meet its overall goals.
