Client Care Flashcards
What is client care?
Looking after the clients’ best interests and providing a service that satisfies their needs and achieves value for money.
Why is client care important?
Majority of work is developed through repeat business from existing clients. If clients are cared for in the proper manner then this increases the chances of securing further work or recommendations to other potential clients. Inversely, a disgruntled client can be damaging to a firms reputation.
What is a client brief?
It is a formal statement of the objectives, functional and operational requirements of the finished project. It should be detailed enough to allow the project team to execute the specification and detailed design of the work.
What is client empathy?
Understanding the needs of clients and delivering VFM above their expectations.
What is an example of your client care skills?
At Three Mills the client was concerned that the works would impact the local stakeholders, namely the film studio and primary school. I arranged a fortnightly meeting with the stakeholders to update them on current progress and the three week lookahead programme, any concerns raised were also discussed. I maintained good communication and developed trust with the local stakeholders and client.
When should work be declined from a client?
If there is a conflict of interest
If the job cannot be resourced
If it is illegal
What makes up a fee proposal?
Executive summary Client needs Project Issues Firm experience T's and C's Methodologies Fees incl. supporting documents such as CV's
What is your company’s procedure for client feedback?
At volkerstevin, each project was allocated to a customer service manager whose responsibilities included obtaining informal continuous feedback from the client’s project management in addition to actioning and following up on satisfaction questionnaires at the end of the project. “Lessons learnt” workshops were also held.
