Client care Flashcards
Level 2 - Client care
On your Bristol project, how did you provide good client care and a high standard of service to a client.
- Held client briefing meetings to understand the clients aspirations
- and identify their key requirements, in regards to Time, Cost, Quality and Risk. (i.e, understand the site limitations and how that impacts programme)
- I advised and executed a tendering strategy best suited to achieve their objectives.
Client care - Level 1
What approach would you have take when dealing with a non-technical lay client?
- Refrain from using technical jargon
- Explain in simple terminology
- Tailor reports to suit their needs
- Use of graphs
- Use of tables
Level 2 - Client care
How have you established a client’s objectives?
- Pre-start meeetings
- Client briefings
- Good listening skills
- Good, clear effective communication
- Identify overriding priority regarding Time, Cost and Quality
- Establish how risk is dealt with
- Ask open-ended questions
Level 1 - Client Care
What should typically be included in a regulated firms CHP?
- Information on the complaints handler
- Request that complaints are made in writing
- Stages of CHP
- Timescales for response
- Details of appropriate redress mechanisms
Client care - Level 2
How have you calculated fees for professional services?
- Review the level of service, consultant’s position and work involved
- Calculate the time and resource required and multiple by an hourly rate
- Include fixed fee’s for works such as; Preparing contracts documents.
Level 1 - Client care
What is client care?
- Looking after your clients best interests
- Provide good quality and dilligent service to help meet their requirements
- Understand their aspirations and objectives
- Understand the behaviours of my client
Level 1 - Client care
Bristol - what other ways can you capture feedback?
- Complaints
- Surveys
- Emails
- Testimonials
Level 2 - Client care
Bristol - how did you gain feedback from your client & why was this useful?
- Feedback questionaires
- Lessons learnt meetings
- Helps gain perspective from the clients point of view
- Understand what was done well and what improvements can be made
Level 1 - Client care
Once the relationship is established how do you encourage repeat business?
- Get client performance feedforward and act on it
- Deal with complaints honestly and promptly
- Maintain good communication with the client regardless if projects are live or not
Level 1 - Client care
What key elements should a firms terms of appointment include?
- Scope of service
- Consultants obligation
- Details of the firms PII
- Fee and drawdown schedule
- Termination
- Dispute resolution
- Conflicts of interest
- Bribery Act
Level 2 - Client care
Bristol - how did you capture your clients brief?
- Initial briefing meetings, helped me realise their aspirations and objectives
- Indentified the clients requirements relating to Time, Cost & Quality
- Understand the limitations of the site, (i.e, security clearance)
Level 1 - Client care
On your project in Bristol, what lines of communication and/or reporting techniques to the client were formed?
- Oral communication
- Telecoms
- Reports
- Letters
- E-mails
- Contractual certificates and notices
- negotiations
Level 2 - Client care
Bristol - How did you expedite the tender?
- Negotiated tender
Level 1 - Client care
What were the risks of conducting a negoiated tender?
- Being far apart in our assessment of the works and not agreeing the contract sum
- Losing the time benefit gained
- Inflated rates
Level 1 - Client care
How did a negotiated tender balance the various objectives on your project in Bristol?
- Time benefit as their was no formal bidding process and design and construction can overlap
- Contractors input, their expertise can guide design
- Familiar contractor, known workmanship and sufficient security clearances
