Client Care Flashcards
What do you understand by client care?
Client care is a continual process through the duration of a project of understanding the clients requirements, suggetions, complaints etc. and acting through service to best meet these requirements. This can include:
- Understanding the clients needs & requirements
- Having a complaints handling procedure in place.
- Quality Assurance Procedures
- Key Performance Indicators
- Client Satisfaction questionnaires
- Looking out for the clients best interest
- Client feedback meetings
- Lessons learned workshops
- Identifying the appropriate scope of service
- Defining the client brief.
What is a stakeholder?
A person or organisation who has an interest in the project.
Why is client care important?
- To retain existing clients and secure repeat business.
- To reduce the likelihood of conflict
- Maintain a strong reputation within the industry and so attract further clients
How do you conduct yourself with a new client?
- Polite
- Friendly
- Well presented
- Respectful
- Welcoming
How do you build trust with the client?
- Learn about your client and their objectives
- Only act within your level of competence
- Always act in a professional manner.
- Always provide a high level of service
- Be transparent
- Being always open and honest
What is the main difference between a client and customer?
The main difference is that an ongoing business relationship is formed with a client whilst this is not generally the case with customers.
What is the term ‘soft landings’ reffering to?
A strategy to ensure the transition from construction to occupation is ‘bump-free’ and operational performance is optimized.
What is a lessons learnt workshop?
A review of the recent failing of success on a project:
- Putting a procedure in place to prevent the failing happening again, or
- Review the success and share with others.
How do you act upon feedback received from the client?
- The feedback is formally recorded.
- We share the positives with the project team and then review how the negatives can be worked upon.
- Feedback is fed through the lessons learnt process
- Monitor progress on improving negatives
What are KPI’s?
Key Performance Indicators
These are used to measure the performance of our supply chain.
They can also be used to measure business performance against others.
Can you provide examples of a KPI?
Number of defects/snags Construction cost overrun Achieving programme milestones H&S scores Environmental Scoring Use of local labour Profitability
Why is it important to maintain existing client relationships rather than just building on new ones?
- A large percentage of business is won through repeat business.
- People/ organisations like to work with people/organisations that they can trust
- Maintaining existing client relationships will promote a positive image of the individual and the company
How do you manage clients expectations?
- Agreeing on strategy, goals and timelines.
- Being open and Honest always
- Offering advice and direction within the scope of service.
- Being a good listener and understanding expectations
- Regularly communicating and addressing problems directly.
What is a complaint?
An expression of dissatisfaction. Complaints generally arise when expectations have not been met.
How would you deal with a complaint from a client?
- Acknowledge receipt of the complaint
- Notify the appropriate person in the business (complaints handling manager).
- Appoint a person to carry out an investigation
- Identify the outcome and course of action to rectify
- Formally respond to the client, communicate the outcomes and course of action for correction.
- If the client is unhappy with the outcome, they have the right for seperate review or mediation.
- If the client is still unhappy, they have the right to refer to independent dispute resolution
a. Communicate the lessons learnt internally
b. Review at a pre-determined date in the future.
c. Inform insurers
