3 - Client Care Flashcards
90 - What do you understand by client care? (statement & 10 examples)
A continuous PROCESS of UNDERSTANDING client’s requirements, suggestions, complaints etc. and ANALYSING to ENHANCE SERVICE DELIVERY. This can include;
1) Understanding client needs & requirements.
2) Complain handling procedures (CHPs).
3) Quality assurance (QA) procedures.
4) Key performance indicators (KPIs).
5) Client satisfaction questionnaires.
6) Looking out for client’s best interests.
7) Client feedback meetings.
8) Lessons learned workshops.
9) Identifying the appropriate scope of service.
10) Defining the client brief.
91 - Why is client care important? (3)
1) To RETAIN existing clients and secure REPEAT BUSINESS.
2) REDUCE likelihood of CONFLICT.
3) Maintain a strong REPUTATION within the industry and so ATTRACT further clients.
92 - How do you conduct yourself with a new client? (4)
1) Well mannered
2) Well presented
3) Respectful
4) Friendly and enthusiastic
93 - How do you build trust with the client? (6)
1) LEARN about your client and their objectives
2) Only act WITHIN your LEVEL OF COMPETENCE
3) Always act in a PROFESSIONAL MANNER
4) Always provide a HIGH LEVEL of SERVICE
5) Be TRANSPARENT
6) Being always OPEN and HONEST
94 - What is the difference between a client and a customer? (3)
1) Client - one who is under the PROCTECTION of another.
2) Customer - one who PURCHASES a commodity or service.
3) The main difference between a customer and a client is that a PROTECTIVE, ONGOING BUSINESS RELATIONSHIP is formed with a client, but not necessarily with a customer.
95 - What is a project stakeholder?
A person or organisation who has an INTEREST in the project.
96 - What is the term “soft landings” referring to?
A STRATEGY to ensure the TRANSITION from construction to occupation is “bump-free” and operational performance is optimised.
97 - Please detail some of the quality management systems (QMS) you have implemented on your projects? (8)
1) Project execution plans (PEPs)
2) Project control plans (PCPs)
3) Contractor payment schedules
4) Using standardised contract administration forms
5) Procedural checklists
6) Reporting templates
7) Following industry guidance and advisory notes
8) Following company policy and procedures
98 - What is a lesson learnt workshop? (3)
1) REVIEW a recent failing or success on a project.
2) Put a procedure in place to PREVENT the failing happening again, or
3) Review the success and SHARE with others.
99 - What is your company’s procedure for obtaining formal client feedback?
CLIENT SATISFACTION SURVEYS are issued at key project stages
100 - How do you act upon feedback received from a client? (5)
1) The feedback should be FORMALLY RECORDED in some way.
2) SHARE the positives and DISCUSS how negatives can be improved upon.
3) If the feedback is negative, then it needs to be VERIFIED and the necessary course of action taken to AVOID it going forward.
4) Ensure the feedback is fed back into the company through the LESSONS LEARNED PROCEDURE.
5) REVIEW the IMPROVEMENT in 6 months or another suitable period.
101 - What are KPIs? (3)
1) Key Performance Indicators
2) Can be used to MEASURE supply chain performance.
3) Can be used to BENCHMARK business performance against others.
102 - Can you provide examples of KPIs? (7)
1) Number of defects / snags
2) Construction cost overrun
3) Achieving programme milestones
4) Profitability
5) H&S scores
6) Environmental scoring
7) Use of local labour
103 - Why is it important to maintain existing client relationships rather than just building new ones? (2)
1) A large percentage of commissions are “won” through REPEAT BUSINESS.
2) Maintaining and building existing relationships will PROMTOE a POSITIVE IMAGE of the individual and the company.
104 - How do you manage your clients’ expectations? (5)
1) AGREEING on strategy, goals and timelines.
2) Being OPEN & HONEST always.
3) Offering advice and direction WITHIN THE SCOPE of the service.
4) Being a GOOD LISTENER and UNDERSTANDING expectations.
5) Regularly COMMUNICATING and addressing problems directly.
105 - What is a complaint?
An EXPRESSION of DISSATISFACTION. Complaints generally arise when expectations have not been met.
106 - You receive a formal complaint from a client in writing, at what point should your firm notify the insurance company?
As soon as possible.
107 - How would you deal with a complaint from a client? (9)
1) ACKNOWLEDGE receipt of the complaint.
2) NOTIFY the appropriate person in the firm (complaint handling manager).
3) APPOINT a person to carry out an investigation.
4) IDENTIFY the outcome and course of action to rectify.
5) FORMALLY RESPOND to the client, communicate outcomes and course of action for correction.
6) If the client is still unhappy, they have the right to refer to independent dispute resolution.
7) COMMUNICATE the lessons learned internally.
8) REVIEW at a pre-determined date in the future.
9) INFORM the PI insurers of the complaint at each stage of the process.
108 - Are you aware of any guidance published by RICS in association with complaint handling?
Complaints Handling - 1st Edition, July 2016 [Note - this guidance note was updated January 2022 in line with new RICS Rules of Conduct]
(see book for QR code to document)
109 - How can complaints be avoided in the first instance? (6)
1) Setting out CLEAR EXPECTATIONS in the scope of service and appointment documents.
2) COMMUNICATING clearly and effectively with the client and other key stakeholders.
3) Put EVERYTHING IN WRITING to ensure there is always documented evidence should a complaint arise (for example, meeting minutes).
4) FOLLOW company PROCEDURES and POLICY (including quality assurance processes).
5) FOLLOW RICS standards, professional statements and guidance.
6) Seeking FEEDBACK and resolving issues as they arise.
110 - Has the RICS published any information on handling clients’ money?
Client Money Handling - professional statement 1st edition, October 2019
(see book for QR code to document)
111 - What are the objectives of the Client Money Handling professional statement?
The professional statement provides clear RULES for RICS regulated firms and members to have the appropriate CONTROLS and PROCEDURES to keep client money safe. It PROVIDES CONFIDENCE to clients and consumers that RICS regulated firms are operating to high professional standards.
112 - What are some of the key requirements identified in the Client Money Handling professional statement? (4)
The professional statement provides clear requirements such as;
1) Client account requirements
2) Appropriate accounting controls
3) The information that firms must provide to clients
4) How to handle client money including rules for managing any unidentified funds
113 - What is meant by clients’ money? (2)
Money of ANY CURRENCY (whether in the form of cash, cheque, draft, or electronic transfer) that;
1) An RICS regulated firm HOLDS FOR or RECEIVES on BEHALF of ANOTHER PERSON, including money held by a regulated firm as a stakeholder and,
2) Is NOT IMMEDIATELY DUE and payable on demand to the RICS regulated firm for its own account
