Client Care Flashcards
what is a client
Client is the person/ organisation
- paying for the facility
- who will use the facility
- Types of clients in my role
Clients of a QS within a client organisation could include PM’s/ finance etc. as we offer a service to multiple disciplines, as well as the operational colleagues who we often hand our product over to for use/ management (stations, PAS etc.) and ultimately the end user which are often the TfL customers who use the network.
Client classifications
Public Experienced- primary constructors e.g. government funded development agencies
Public Experienced- secondary constructors e.g. local government
Private Experienced- primary constructors e.g. property developer
Private Experienced- secondary constructors e.g. retail company
Private Inexperienced- secondary constructors e.g. small business looking to refurb offices
TfL internal complaints system
Raise to line manager/ team lead. Internal organisation chart details line managers. All projects should have an organisation chart.
Complaints process for our suppliers
Either raise a complaint through the customer complaint system, or raise issue to appropriate project team member and escalate through project organisation chart. Also dispute resolution procedures within the contracts.
How to identify clients needs
Meetings to identify requirements, information required and frequency of updates (light touch approach as and when installs happen, in depth updates weekly/ bi-weekly on any progress and issues). Important to tailor behaviour for different clients and their needs.
What are KPIs
KPIs measure how well a business is doing compared to its objectives
Example KPIs:
- Client Satisfaction
- Defects
- Construction Time & Cost
- Productivity
- Profitability
- H&S
- Employee Satisfaction
When should you decline a clients instruction?
- There’s a conflict of interest
- It is not in the clients interest (inadequate knowledge/ availability of resources)
- It is illegal/ against RICS rules
