Client Care - Level 2 Flashcards
(22 cards)
Tell me about an example of how you have provided good client care.
I ensured regular communication and addressed client concerns promptly.
Example: I scheduled weekly check-ins to discuss project progress.
Tell me about an example of when you have provided a high standard of service to a client.
I tailored my services to meet the specific needs of the client, ensuring satisfaction.
Example: I created a custom report that exceeded the client’s expectations.
How have you dealt with an unrealistic client deadline?
I communicated openly with the client about the challenges and negotiated a more feasible timeline.
How have you dealt with unrealistic client expectations?
I set clear, achievable goals and provided examples of what could realistically be accomplished.
Tell me about the approach you have taken when dealing with a non-technical lay client.
I used simple language and visual aids to explain complex concepts.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
I engaged in detailed discussions and provided in-depth analyses to match their expertise.
How have you established a client’s objectives?
I conducted thorough interviews and surveys to understand their goals.
How have you confirmed a client’s brief?
I summarized the brief in writing and requested client approval.
How have you established a scope of services?
I outlined the services in a detailed proposal based on the client’s needs.
How have you calculated fees for professional services?
I based fees on the scope of work, time estimates, and industry standards.
How have you compiled an appointment document?
I included all relevant details such as services, fees, and timelines in a formal document.
How have you established project stakeholders and their status within a project?
I identified key stakeholders and defined their roles and responsibilities in a project plan.
How have you set up communication systems with a client and stakeholders?
I implemented regular updates through emails and scheduled meetings.
How have you issued reports to a client?
I prepared comprehensive reports and delivered them via email and in-person meetings.
How have you dealt with a complaint?
I listened actively, acknowledged the issue, and worked towards a resolution.
How have you measured KPIs?
I tracked performance metrics against predefined goals to assess success.
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
I reviewed the data, identified key themes, and structured the brief accordingly.
How do you go about understanding client’s needs?
I engage in active listening and ask targeted questions during consultations.
How is this documented?
I maintain detailed notes and summaries in a client management system.
What do your terms and conditions outline?
They outline the scope of services, payment terms, and liability clauses.
Can you talk me through your complaints handling procedure?
I follow a structured process that includes acknowledgment, investigation, and resolution.
Who is your complaints handling officer?
The complaints handling officer is designated to oversee and resolve client complaints.
