CLIENT CARE Flashcards
What is a tailored service?
Customising approach to meet the client’s needs
What is CBRE’s complaints handling system?
7 days respond outlining receipt of the complaint
Senior Director/above responds formally within 28 days
How did you produce tailored reports?
Gain feedback on what the client needs
Propose solutions
How do you meet client’s needs?
- Establish what they are.
- Make sure our proposal can meet them in terms of resource
- Seek continuous feedback
Where have you provided a great service?
- Understood the requirements
- Had feedback throughout
- Regular reporting
- Collected data for lessons learnt
Tell about why it is important to develop long-term client relationships.
- For repeat business,
- Good relationships
- Future recommendation
- Word of mouth
Tell me about the different stakeholders you have come across in your role.
QS, M&E, Architect, Landscape, Acoustic
Tell me about how you have tailored your client care to one of these stakeholders.
Held specific meetings relating to a stakeholder (e.g acoustic workshop)
Why is it important to you to set objectives?
They provide clarity when working and enable me to understand how well I am progressing through my career.
Tell me about your duty of care towards your clients.
I always act in the best interest of my client and follow the five global professional and ethical standards.
How have you defined your scope of services?
- Project overview
- Scope of works
- Task list
- Project programme
- Project deliverables
- Success criteria
How do you set fees?
CBRE’s fees are pre-set dependant on role. Programme / number of days worked x daily fee.
How have you used standard forms of appointment?
When appointing project consultants.
What mechanisms are contained within an appointment document?
Payment mechanisms, dispute resolution, termination.
What process needs to be in place for handing clients money?
- Rule 8 for firms
- Clients must always have access to funds
- Must be a ringfenced account
- Must not be overdrawn
