client care

Question 1

• You mention complaints handling. If your client isn’t happy with the outcome following an internal review, what are the next steps?

Answer 1

They can appeal it following the outcome. If they are still not happy they can go to the SAS.

Question 2

• Define client care means:

Answer 2

Understanding my clients needs and requirements, the complaints handling procedure that’s in place, looking out for my clients best interests, KPI’s and having client feedback meetings

Question 3

• How do you ensure you maintain service excellence with your clients:

Answer 3

Good clear communication , follow company procedures and policy, seek regular feedback, set out all expectations clearly

Question 4

• How do you deal with customer complaints?

Answer 4

I would acknowledge the complaint, then pass the complaint on to my supervisor for a review to take place.

Question 5

• How do you act on client feedback?

Answer 5

Make sure its recorded formally, if its positive share with the team and if its negative have it verified and necessary action taken

Question 6

• Do you have a QA process at CPC?

Answer 6

Yes we have a QA process where we can send documents to members of our team for sign off before sending out to clients/externally.