Client Care Flashcards
What advice have you given to the client?
Window proposal Baker Block.
What is a scope of service?
A scope of services agreement is a formal document describing:
Timelines
Deliverables
Milestones
Work activities
Pricing
Governance terms and conditions
Quality requirements
Why is it important to have a clearly defined scope of service?
So the client and Company understand the requirements.
How do you identify your client’s needs and expectations?
I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
I also use client’s briefing checklists where applicable.
There have been times when I have not received an adequate briefing from the client and in these instances I am sure to ask for further clarification on their specific requirements.
What is a duty of care?
A moral or legal obligation to ensure the safety or well-being of others
What is my duty of care?
Providing designs in accordance with the building regulations and other legislations
Why is good customer care important?
Ensure repeat business
Protecting the client’s reputation
Ensures competences
Develops trust
Why is a complaints handling procedure important?
One of the Firm’s professional obligations
Firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log.
What are the requirements of a complaints handling procedure?
The RICS provides a model form.
The process must include a redress mechanism.
Details of the policy should be issued to the client with the Terms of Business.
It must be clear, quick, transparent and impartial and free of charge within the first stage.
Names and contact details of the nominated investigating person must be stated.
The complaint must be investigated within 28 days.
All complaints, their progress and outcomes must be recorded.
We must note the need to advise PI insurers of a complaint immediately.
The process must have two stages as a minimum:-
Stage 1 is where there needs to be consideration of the complaint by a senior member of the firm or the complaints handling officer.
Stage 2 if the issue is not resolved, the complaint is referred to an independent third party with the authority to award redress. The complainant may be expected to contribute towards costs at this stage.
What is AECOM’s complaints handling procedure?
The RICS specifies 2 stages as a minimum:
Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.
Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism.
The person is invited to make a complaint in writing to our designated complaint handler who will investigate the complaint with all parties involved and advise the complainant of any action taken within 21 days.
If the complainant is not satisfied, the complaint is escalated to the Regional Managing Director who will take action and respond within 21 days.
Should the complainant remain dissatisfied, the matter can be escalated to the RICS independent redress mechanism.
Office of Risk Management (ORM) (aecom.com)
Tell me about anti-corruption?
AECOM have an anticorruption policy.
Sets out prohibited activities such as
Bribery
Hiring government officials and relatives
Facilitating payment
Collusion/Bid Rigging
Misrepresentation
Coercion
Tell me about bribery?
The Main Principles of the Bribery Act:
Making a bribe.
Receiving a bribe.
Bribery of a foreign public official.
Failure of a corporate entity to prevent bribery on its behalf.
There are six principles of prevention companies should put in place:-
Proportionate Procedures.
Top Level Commitment.
Risk Assessments.
Due Diligence.
Communication.
Monitoring & Review.
The only circumstance in which it is OK to make a facilitation payment is when you are under duress.
How do you manage client expectations?
Frequent updates on progress
Phone calls and evidence of working being progressed
Addressing the client as soon as aware of disappointment –Only one attempt at delivering bad news
In relation to RMB Chivenor, why could you not originally provide a GPR and UXO survey?
Was not included in our scope of service
Clearly outlined in the exclusion of our fee proposal
Why is it important to provide a full breakdown including limitations?
Ensure that the client is getting good value for money.
Ensure the client understands what they are paying for.
Ensure there is no fraudulent activity as part of the fee quote.
Helps with milestone payments
