Client care Flashcards
What is client care?
Looking after the clients best interests and providing the best level of service that satisfies the clients needs
How can you provide good client care?
-professionalism
-competence
-punctuality
-trust
-reliability
-presentation
-regular communication
-review of services and standard of services
KPIS
Why is client care important for surveying firms?
The majority of work is developed through repeat business from existing clients- important to maintain relationship and reduce the possibility of negligence claims
What is CPF?
client perfromance feedback- process of gathering and acting on feedback.
-sets standards
-identifies areas for improvement
-encourages open discussions
-opportunities to gain furture work fro the company
How would you identify the needs of a client?
-Holding client account planning sessions
-discussions regarding project key deliverables and the scope of the services requiired
reviewing past CPF cores and identifying keya reas for improvemnt
What is a client brief?
Provide a firm foundation for the initiation of the project, usually in the way of a formal set of obejctives
provide and example of your client care?
Priortise clients needs
Respond to queries in timely manner
Remain professional
When should you decline an instruction for new work from a client?
Conflict of interest, project is outside my skillset, work is unlawful, i do not have the time to meet the clients demands due to workload
What makes up a fee bid proposal?
Executive summary
identification of clients needs
Analysis of project issues
key benefits for clients
How would you limit the risk of working witha client who may be financially unstable?
Credit check
Internet search
companies house
If your client asked you to lower your fees becasue of limited funding, what would you do?
The client would have to pay the fee for the level of services required, or reduce the scope of works.
How do you calculate a fee proposal?
Review the work involved, and commision based on the level of information provided. Calculate time and personnel required to undertake the work and then apply the hourly rate and overheads & profit.
What is your companys procedure for client feedback?
-Project reviews on a monthly basis
-maintain communication so we can pick up any issues quickly
-Informal feedback via conversation/email
-Quarterly client satissfaction surveys for audit purposes
-Testimonials taken for socials
What is your companies procedure for complaints handling?
-Firstly a complaint is reported to a senior member of the firm/ designated complaints handler
-if the complaint cannot be resolved its referred to an independent redress mechanism- arbitration
-respond to any complaints within 7 days and complete a formal investigation within 21 days
-keep the complainant informed of the process at all times
How do you identify a clients needs and expectations?
-Ask necessary questions and record clients responses
-Always ask for a brief from the client
- Ask for further clarification if required
