Client Care Flashcards
What is client care?
A continuous process in understanding client requirements and deliberating good service
What are the key elements of client care?
Complaint handling procedure
Key performance indicators
Client satisfaction questionnaires
Client feedback
Lessons learnt workshops
Quality assurance procedures
Why is client care important?
To retain existing relationships
To promote trust in the profession
Reduce likelihood of conflicts
How does your organisation manage clients?
Commission execution plans
Commission directors
Regular client feedback meetings
Client sattisfaction surveys
Can you explain your organisations complaint handling procedure?
7 days acknowledgement from complaints handling officer
28 days to provide response to complainant
How do you establish trust with a client?
Learn and understand their requirements
Only act within my level of competence
Act in a professional manner
Be transparent
Be honest
How do you encourage repeat business?
Give me an example of when you have learnt from a mistake?
What is included within a standard form of appointment document?
What’s included within a standard forms of appointment document?
- Scope of service
- Basis of fee estimate
- Insurance (limits of liability)
- Dispute resolution
What mechanisms are used for appointment fee pay structure?
- Percentage
- Lump sum
When can a consultants fee proposal be adjusted?
- A change to the scope of service
- An extension to the programme
What might be excluded from a consultant fee?
VAT
Dealing with claims
Services which are not required
How would you go about calculating a professional fee?
Understand requirements
Identify resource
Assess duration
Apply rate (daily or hourly)
Review total fee against project budget
You realise you have underestimated the resources to deliver the client requirement, what do you do?
If the service has changed inform the client of additional fees
If it is underestimated, carry out the same level of service and learn from the mistake
