Client Care Flashcards
How do I identify a stakeholder?
A stakeholder is someone impacted by the outcome of a project. They can be responsible, accountable, consulted, or informed.
How would you establish a clients brief?
I would firstly determine their description of their project, any site information which includes surveys that they have and require, any special requirements such as general feel phasing or operational, any technical requirements that they may have which looks at legal’s, sustainable, benchmarks, and comfort requirements. And finally I would look at the component requirements which they are to the programme, budget, risks
What is client care to me?
It involves provided appropriate service throughout which includes professionalism, competence, trust, punctuality, presentation, communication, and addressing the KPI’s.
How would you handle client money?
I would ensure that the client always has access, that is contained in a separate account, the account interest is to be agreed with the client, the account must never be overdrawn, controls shall be in place to make it secure, and the only access the account shall have is through a competent person.
What must a complaint handling procedure include?
Firstly, the complaints handling procedure will have to be accepted by the RICS before providing this to a client during our terms of engagement. Stage one would be to acknowledge the complaint in seven days and then investigate in 28 days, this is managed by an internally by a senior person at Lambert Smith Hampton service is free with a clear, quick, transparent and impartial resolution. I will PII is to be notified of potential claim and the complaint is to be in writing.
Stage 2 would use an independent mechanism approved by the RICS which involves the alternative dispute resolution procedure for Costs may be included with this and all recording of complaints is to be monitored.
What should you do before accepting an instruction?
You should review if you are competent for both resources and knowledge, the activity requested is legal, ensure that there is no conflict of interest, and have appropriate insurance in place.
What are the RICS PII Limits?
PII is in place to protect both parties, it is to be by an RICS approved insurer, and based on turnover. The limits are:
Less than £100,000 needs £250,000 min PII
£100,001- £200,000 needs £500,000 min PII
More than £200,001 needs £1,000,000 min PII
What are the RICS maximum uninsured excess PII Limits?
Less than £10,000,000 needs greater of 2.5% or £10,000
More than £10,000,000 needs greater of 2.5% of sum insured
How did the school support well being that you designed?
It provided an open and light space for students who relax with common colours and no reference to being in an educational facility.
What is the purpose of a pre qualification questionnaire? What do you review?
The pqq can be part of a two stage tendering procedure to reduce the number of contractors for tender purposes and ensure the protection for the client that the correct contractor is preceded with. You can review the company details, financial evidence, insurance’s, health and safety, project nature experience, and accreditations
What is a conflict of interest?
What are the different types of conflicts?
How can you manage a conflict of interest?
A conflict of interest is reduced impartiality as an existing relationship with another party through either a party, interest or confidential information.
You can manage a conflict of interest for ensuring informed consent to the client of impartiality, agree procedures are in place with the involved parties including information barrier, and monitor and review to see if this is being maintained throughout the project.
What are key performance indicators?
KPI’s provide the client to score a level of satisfaction to see if deemed a success which can be reviewed and improved, such indicators maybe: cost delivered, time scale, variations, defects, health and safety, and overall satisfaction of the project.
