Client Care

Question 1

What is a conflict of interest?

Answer 1

A situation in which the duty to act in the interests of a client in a professional assignment conflicts with a duty owed to another client in relation to the same or a related professional assignment.

Question 2

What is the role of an Expert Witness?

Answer 2

To provide independent, impartial and unbiased expert opinion evidence, beyond that expected of a layperson, to the tribunal to assist in their decision making.

Question 3

What is a client brief?

Question 4

Upon receipt of a new business request from a client, what documents would you issue to the client before commencing works?

Answer 4

A Fee Proposal
Terms of Engagement

Question 5

Before accepting an instruction from a client, what things should you consider?

Answer 5

Whether we are qualified and competent to complete the work
Whether we are insured to complete the work
Do our available services meet the clients needs?
Is there a conflict of interest?

Question 6

What behaviour is appropriate to establish good client relationships

Question 7

What systems and procedures are in place for managing the complaints process

Question 8

What information is contained within a client brief?

Question 9

How do you establish/calculate fees?

Question 10

What is a standard form of
Appointment?

Question 11

What mechanisms are contained within an appointment document

Question 12

What methods of communication would you use with clients

Question 13

What is a KPI?

Question 14

What is an option appraisal and how
Would you prepare one?

Question 15

What is an outline schedule of work and how would you prepare one?

Question 16

How would you establish a clients
Objectives?

Question 17

How do you ensure you provide good client care?

Question 18

How would you handle an angry client?

Answer 18

Listen until the end and don’t interrupt them whilst they are explaining. Summarise their explanation back to them to show that you have listened and understood their anger.
Present a solution to the issue that works for both you and the client and talk about what you are able to do at this point in time to resolve the issue. Aim to under promise and over deliver to maintain trust and not lead to further disappointment.

Question 19

What method can be used to handle
An angry customer?

Answer 19

Star method.

Stop talking
Test your understanding of the problem
Ask questions to identify client priority
Reassure the client by explaining follow up actions

Question 20

How would you deal with a client who is being derogatory or threatening towards you?

Answer 20

Three step process
1) Ignore the remark and focus on solution
2) stop and reformulate the emotion (I understand you’re frustrated)
3) say stop using the “I” (I will struggle to find a solution without a calm conversation, would you like me to call you back in 10 minutes so that we can progress this further?)

Question 21

After handling a complaint, what is the Empty Bucket method?

Answer 21

Walk away from your workstation for 5 minutes
Talk about it with a colleague
Drink water
Have a walk / change of scenery
Avoid stimulants

Question 22

What is the difference between an implicit and an explicit request?

Answer 22

The explicit—or easy to decipher—request concerns the real and concrete issue the customer wishes to resolve. It relates to operational needs. The implicit request is human in nature. It concerns to the relationship that the customer wishes to establish with the point of contact. It refers to interpersonal needs.

Question 23

When meeting a new client for the first time, what would you aim to achieve?

Answer 23

To make the client feel welcome and appreciated and that they are understood so that we are on the same wavelength

Question 24

When a client makes a request to you, what would you aim to achieve?

Answer 24

That the client feels heard, understood and respected. That they feel they are dealing with someone competent. To feel reassured that their request will be dealt with efficiently.

Question 25

When presenting an option or solution to a client, what would you aim to achieve?

Answer 25

That the client is satisfied with the solution and trusts you have advised them on the best way to attain their goal.