Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

APC > Client Care > Flashcards

Client Care Flashcards

1
Q

How can you uphold professionalism in the workplace ?

A

consistently demonstrate integrity, respect, and ethical conduct, fostering a positive and collaborative environment.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

What is one of the aim’s of acting with professional integrity?

A

repeat business

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

How can you get repeat business?

A

by understanding client needs, building strong connections, and delivering quality output promptly.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What are the benefits of repeat business ?

A

include a stable revenue stream, strengthened client relationships, and the potential for referrals, enhancing long-term sustainability and success.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What is AECOM’s complaints handling procedure for clients dissatisfied with service?

A

involves prompt acknowledgment, thorough investigation, and resolution to address client dissatisfaction with the service, ensuring a commitment to customer satisfaction.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What is AECOM’s client feedback forms role ?

A

to collect data on the quality and value of the service provided based on client input.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

How do you cultivate a strong and efficient connects with clients across all projects?

A

involves active communication, understanding their needs, and consistently delivering high-quality results to build lasting relationships based on trust and satisfaction.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

How did you build a positive rapport with the client team on citi bank ?

A

I spend 2-3 days a week on site.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

How did i allow the client to feel comfortable approaching me with project inquiries?

A

I conducted regular meetings with the client, addressing project progress, change management, and presenting various cost exercises.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

How did i make the client feel cared for when implementing decisions ?

A

I would make sure to talk about the client’s timelines and inform them of my estimated duration to complete the necessary tasks

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What is the importance of customizing my approach to each client ?

A

lies in tailoring solutions to their specific needs, fostering better understanding, and building a collaborative relationship that enhances overall project success.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is client care?

A

The principle of client care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieves VfM.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What can client care be provided through ?

A

Client care can be provided through:
o Professionalism.
o Competence.
o Punctuality.
o Trust.
o Reliability.
o Presentation.
o Regular communication.
o Review of services provided and standard.
o KPIs to monitor client satisfaction.
o Client Performance Feedback.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What does CPF stand for ?

A

Client performance feedback

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Why is Client Care important for surveying firms?

A
  • The majority of work is developed through repeat business from existing clients.
  • Therefore, it is important not only for the client to achieve their requirements but also for the company
    to encourage repeat businesses where possible.
  • However dissatisfied Clients can be very damaging as negative feedback and experiences can spread
    quickly.
  • Providing excellent client care can also reduce the potential for negligence claims to arise.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

What is CPF?

A

*Client performance feedback is the process of gathering and acting on feedback from the client. This
comprises:
o Gathering feedback during and after project completion.
o This is usually carried out by an independent person.
o The feedback sets the standards for the company and identifies areas for improvement.
o It encourages open discussions with the client to ensure satisfactory service is delivered and
that goals are achieved.
o It also provides an opportunity to gain future work for the company.

17
Q

How often is CPF carried out?

A

CPF is usually carried out at regular intervals (3-6 months) to ensure any problems can be
identified and rectified as early as possible.

18
Q

How would you identify the needs of a client?

A

Each client & project is different & their needs would be assessed on their own merit, this could be achieved by:-
o Holding discussions regarding project key deliverables & the scope of services required.
o Reviewing past CPF scores & identifying key areas for improvement.
o Reviewing any complaints to identify mistakes and best practice methods of working.

19
Q

What is the purpose of a Client Brief?

A

The purpose of the client brief is to provide a firm foundation for the initiation of the project.

20
Q

What is a Client Brief?

A

It is a formal statement of the objectives and functional and operational requirements of the finished
project.

20
Q

Please provide an example of your client care & empathy skills?

A
  • Despite working on multiple commissions I always try to ensure that I prioritise each client’s needs
    accordingly.
  • My approach is to always make the client feel like their project is the only commission I am working on.
  • Through organisation and communication I can meet the deliverables of each client in advance of the
    agreed deadlines and am always sure to deliver work to a high standard.
21
Q

What do you need to consider when preparing a fee bid?

A

*My firm has its own procedure for preparing fee submissions, this comprises:-
o Finding out what the client’s requirement are and identifying whether this is a service that we provide.
o A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved.
o There are varying levels of sign off depending on fee value prior to submission.

21
Q

When should you decline an instruction of new work from a client?

A
  • If there is a Conflict of Interest.
  • If the appointment is would not be in the clients’ best interests.
  • My firm may not be able to resource the job adequately.
  • If the project is outside of my skillset.
  • If the work was unlawful.
22
Q

What makes up a fee bid proposal?

A
  • The Executive Summary including reference to the Scope & Solution.
  • Identification of the Client’s needs & key deliverables.
  • Identification and analysis of Project issues.
  • Communication of key Benefits for the Clients.
  • References to relevant experience.
  • The Conditions of engagement.
  • A Methodology.
  • An Organogram.
  • The proposed fees.
  • Supporting CVs.
  • References to the project programme.
  • Identification of sub consultants.
  • A List of quality assurance procedures
22
Q

How would you limit the risk of working with a client who may be
financially unstable?

A

I would use a screening process to check the client’s finances, this could include:-
o A company search using the Companies House website to obtain their account information.
o A Dun & Bradstreet or credit safe credit check.
o An Internet search using their website for additional information and to make a judgement on their reliability.

23
Q

If your client asked you to lower your fees because of their limited
funding, what would you do?

A

The client would have to pay the required price for the level of service required or reduce the scope of works involved.

24
Q

How would you calculate a fee proposal?

A
  • I would review the work involved with the commission based on the level of information available.
  • I would calculate the time & number of individuals required to undertake the work & multiply it by an
    hourly rate adding a suitable allowance for over heads and profits.
25
Q

What is your company’s procedure for client’s feed-back?

A
  • We undertake formal project reviews with the client every two months.
  • In my day-to-day involvement with the client I look to obtain regular informal feed-back through verbal and email communication.
  • We undertake a satisfaction survey questionnaire at the end of each project.
26
Q

what are the two stages RICS specifies as a minimum for complaint handling?

A

o Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the designated complaints handler.

o Stage 2 – If the complaint cannot be resolved this is referred to the independent redress mechanism.

27
Q

What is your company’s procedure for complaint handling?

A
  • 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.
28
Q

How do you identify your client’s needs and expectations?

A
  • 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.
  • If not i ask the client for further clarification on their specific requirements.
29
Q

How do you establish trust?

A
  • I am transparent and honest about my actions at all times.
  • I learn about my client and their long term objectives in addition to key challenges they are facing.
  • I only act inside the parameters of my level of expertise and competence.
  • I always act in a professional manner.
  • I always provide a high level of service.
30
Q

How do you encourage repeat business?

A
  • I provide high levels of service and customer care during projects.
  • I regularly obtain feedback and act on it.
  • By dealing with complaints honestly and effectively.
  • Through keeping in touch with clients even when we have no live projects with them.
31
Q

What are the advantages of working from a client’s
office?

A
  • The advantages are quicker and clearer lines of communication.
  • A better understanding of the client’s culture, needs and expectations can be determined.
32
Q

What are the disadvantages of working from a client’s
office?

A
  • The disadvantages are the loss of technical support from colleagues and a possible isolation from my
    own organisation’s culture.

APC (20 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions