Client Care 1 Flashcards
- What do you understand by client care.
A continuing process of understanding a Clients requirements, suggestions, complaints etc and analysis to enhance service delivery. This can include:
* Understanding Client needs and requirements
* Complaint handling procedures (CHP)
* Quality Assurance (QS) procedures
* Key performance indicators (KPI)
* Client satisfaction surveys
* Looking out for the Clients best interests
* Client feedback meetings
* Lessons learned workshops
* Identifying the appropriate scope of service
* Defining the client brief
- What is a project stakeholder?
This is someone who has a vested interest in the outcome of the project. The client, Contractor, Me, My Company, users of the asset and members of the public are all stakeholders to a degree.
- Why is Client care important?
It is important that I fulfil the Clients needs and provide the best possible service. This should also include feedback or lessons learned sessions so that I can continue to improve my service to the client. If I keep Client care at the centre of everything I do I will improve my relationship and chances of repeat business but also may avoid client complaints or claims or negligence etc.
- How do you conduct yourself with a new Client?
I am courteous friendly and enthusiastic to both new and existing Clients and treat everyone with respect. However, with new Clients I try to actively listen to fully understand their needs.
- How do you build trust with a Client?
- Learn about your client and their objectives
- Only act within my level of competence
- Always act in a professional manner
- Always provide a high level of service
- Be transparent
- And always being open and honest
- What is the difference between client and customer?
Client - One who is under the protection of another (usually an organisation)
Customer – One who purchases a commodity or service
The main difference is that a protective ongoing relationship is developed with a client but not necessarily with a customer.
- What is the term “soft landing” related too?
A pain free transaction between the construction phase and operational phases of a project.
- Please detail some of the Quality Management Systems (QMS) you have implemented on your projects?
- Following Company procedures
- Contractor Payment Schedules
- Reporting templates
- Procedural checklists
- Using standard contract Admin forms
- Project Executions Plans
- Project Control Plans
- Following industry guidance
- What is a lessons learned workshop?
This is usually a post project meeting where key stakeholders come together to analyse what went well and what didn’t on the project in order to carry those lessons through to future projects.
- What is your Companies procedure for obtaining formal client feedback.
We have an app that we use to capture client feedback. Both are formal but one more formal than the other. The short survey is 4 questions to gauge temperature and longer form is more detailed and requires a more formal meeting to capture the clients thoughts.
- How do you act upon feedback received from the client?
- I ensure that it is recorded in some way (be email or on our client feedback app)
- I share the positives and discuss how the negatives can be improved
- If the feedback is negative it should be verified and the necessary course of action taken to correct it going forward.
- Review after a period of time and see if improvement has been made
- What are KPIs?
- Key Performance Indicators
- A set of predetermined metrics to measure supplier performance
- Can be used to benchmark one company’s performance against another
- Can you provide some examples of KPIs
- Number of defects (pre completion)
- Cost overrun
- Hitting programme milestones
- Profitability
- H & S Scores (number of accidents, incident reported)
- Environmental scoring (carbon reduction)
- Why is it important to maintain existing client relationships rather than build new ones?
- A large percentage of commissions are won through repeat business.
- Maintaining and building existing relationships with promote a positive image for the individual and the company.
- There may be potential efficiencies by not having a learning curve with new clients etc
- On what grounds might you ask the client for additional fees?
- Events such as dealing with insolvency of a contractor (usually excluded from Consultants standard scope of service)
- Delay to the programme due to contractor default
- Increase scope of services
