Client Care Flashcards
1
Q
What are KPIs?
A
Key Performance Indicators
- Quantifiable measure of performance over time for a specific objective
2
Q
What are your firms divisional standards?
A
- Providing a consistent level of service
- Undertaking a terms of engagement to understand the clients objectives
- COI
- Managing the instructions
- Keeping the client informed
- Confidentiality
3
Q
Examples of Client Care?
A
- Understanding your clients objectives and requirements
- Listening to the client and seek formal and informal feedback from clients
- Understanding the client position and longer term goals adopting a holistic approach
- Responding speedily to queries and regular reporting systems and information/filing systems
4
Q
What are the principles of client care?
A
Ensuring communication is regular open and transparent
5
Q
How do you act upon feedback from a client?
A
- Formally record it
- If negative should be verified and necessary action taken
-If a formal approach is required then this should follow with CHP
6
Q
How do you establish clients objectives?
A
- Pre start meeting
- If anything is still uncertain then follow up with correspondence to clarity
- Agree ToE
7
Q
What do you clarify with regards to clients objectives?
A
- Time
- Cost
- Objectives/ strategy
- Desired final outcome
- Quality
8
Q
What does good client care require?
A
- Clear understanding of objectives
- Professional approach
- Clear, concise communication
- Quality assurance policy (statement of the company’s desired level of quality for a service or product)
- CHP
- PII
9
Q
What do you clarify with regards to clients objectives?
A
- Time
- Cost
- Objectives/ strategy
- Desired final outcome
- Quality
10
Q
How do you get an understanding of your clients instruction needs and objectives?
A
- Arrange a meeting with client
- Understand their preferred method of communication
- Clarity their objectives
