Client Care Flashcards

1
Q

What is Client Care?

A
  • Identifying all client types and the behaviours appropriate to establishing good relationships
  • Identifying client objectives to deliver a high level of service
  • Understanding different types of clients and their objectives
  • Having a complains handling procedure
  • Managing client accounts
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2
Q

How to understand the client requirements

A
  • Identifying functional requirements
  • Pre-start meetings.
  • Client Questionnaires.
  • Good, clear communication.
  • Workshops
  • Benchmarking to advise on what they should aim for in terms of cost
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3
Q

Who are Socotec’s Clients?

A

An individual or firm who you or your firm provides (or will provide) a service to
o Architects
o Contractors
o Domestic clients

Clients are those who have worked with Socotec, or those who are likely to recommend us.

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4
Q

What should be included in a complaint handling procedure?

A
  • Information about who the appointed person within the firm is who deals with complaints.
  • A request that complaints are made in writing.
  • The stages of the CHP.
  • The timescale for considering the complaint within
    the firm.
  • All staff should be aware and trained in it.
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5
Q

What happens if the complaint is not satisfied?

A
  • If the complainer is still not satisfied, it will go to a third party (RICS has approved list for escalation)
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5
Q

What is a complaints handling procedure?

A

RICS conduct for firms states a complaints handling procedure and complaints log must be maintained and include ADR mechanisms.

  • 28 day window to issue response/action to complaint
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6
Q

What are the stages of a complaint handling procedure?

A
  • Complaint goes to partner who acknowledges complaint w/ client

o Receive- understand and apologise and inform client on timescales – may need to notify PI

o Evaluate – notify anyone responsible and decide whether to open an investigation

o Investigation – Get individual to respond, seek advice if required

o Decision - tell both complainant and professional

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7
Q

What is a stakeholder?

A

A person or organisation who has an interest in the project

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8
Q

Why is client care important?

A

To retain existing clients and secure repeat business

Reduce the likelihood of conflict

Maintain a strong reputation within the industry and so attract further clients

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9
Q

What is a client objective?

A

Understanding the key priorities for the client to determine how to deliver value for money

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10
Q

What should you identify in client requirements?

A

Time - ability to procure, design and construct

Cost certainty - client finances, criteria established before project commence

Design development - extent of developed design can set procurement

Ability to change scope of works

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11
Q

What is a tender report?

A

Brief history of the tender process
Analysis of each tender and negotiations
Should have a clear recommendation as to the best value for money
Also includes: PQQ criteria, tender evaluation, reasons for rejection and recommendation, comparison with pre tender estimate

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12
Q

What is a pre-contract tracket?

A

Programme to dictate the key stages of the pre contract phases

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13
Q

What was included in a pre-contract tracker?

A

I based it on RIBA stages
RIBA 0 - client requirements and Site Appraisals
RIBA 1 - Prepare Project Brief, Quality Aspirations and Agree Project Budget
RIBA 2 - Agree Project Brief, Design Reviews, Prepare stage Design Programme
RIBA 3 - Coordinated design aligned to updated Cost Plan, Outline Specification
RIBA 4 - Prepare and coordinate design team Building Systems information

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14
Q

What should be included in monthly progress reports?

A

The status of the project.
The milestones achieved.
Responsibilities of each employee or team member.
The issues faced by various team members.
Other important factors that affect project completion.

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15
Q

What areas of concern did you raise?

A

If there were any tender packages higher than budget
Tracking on the programme
If CA has raised concerns of quality
Recovering variations

16
Q

Why have a complaints handling log?

A

Simple record
Make sure complaints are handled in timescales and don’t slip through cracks
Discover trends

17
Q

What can be included in tender scoring matrix

A

Time
Cost
Quality
Financial risk
Past performance / similar schemes
Environmental targets

18
Q

What are the stages between tender and construction?

A

Tender
Tender returns
Evaluation
Tender interviews
Selection of contractor
Contract negotiations
Contract award

19
Q

What’s included in progress report?

A

Summary of progress
Health and safety
Design changes / instructions
Commercial - costs and valuation dates
Lookahead
AOB