Client Care Flashcards
What do you understand by client care?
Client requirements
Complaints
Service Delivery
- Quality assurance
- lessons learned
- Client satisfaction surveys
What is a stakeholder?
Person or organisation who has an interest in the project
What is a lessons learnt workshop?
Review of a recent project
procedure put in place to prevent things happening again
review and share with others
How do you receive client feedback?
Client Satisfaction Surveys
What are KPI’s?
Key Performance indicators
What is a complaint?
Expression of dis-satisfaction
Does the RICS have any rules associated with complaints?
A firm shall operate a complaints handling procedure and maintain a complaints log
What information would you expect to see in a client’s brief?
Services required Insurances Terms of appointment Duration of appointment Client procedures and policies Key drivers for success
What might be excluded in a fee proposal?
Additional services
Travel (Disbursements)
Dealing with claims
How do you go about calculating a fee for a new commission?
Understand client requirements and project scope
Identify resource required and available to deliver
apply daily / hourly rates
review total fee as a percentage
What is a consultant appointment document?
Terms and conditions for services being provided
RICS have a standard form for consultants
On what grounds might you ask the client for additional fees?
Additional time/services required
Dealing with insolvency of a contractor
Delay to a programme
Give examples of when you should decline an instruction of new work from a client?
Potential conflict of interest
Require illegal or unethical action
conflict with the RICS rules of conduct / ethics
What is a client brief?
Provide a initiation for the project
What makes up a fee proposal / bid?
Executive Summary Clients Needs / Drivers identified Project Issues Benefits for Clients Methodology Previous experience Team Proposed Fee CVs Programme TOB's
