CLIENT CARE Flashcards
Q+A Mock Interview
What is client care?
Looking after the clients best interests and providing an appropriate service that
satisfies the clients needs and achieves VFM. Can be done by:
1) Professionalism
2) Competent
3) Punctuality
4) Trust
5) Reliability
6) Presentation
7) Regular communication
8) Review of services provided and standard
9) KPIs to monitor client satisfaction
10) CPF
Customer / Client Care – Importance of Client Care to Business.
The majority of work is developed through repeat business from existing clients.
Therefore it is important not only for the client to achieve his requirements for the substantial amount of money paid, but also for the company providing a service to ensure repeat businesses from existing & new clients. Word of mouth from a happy client can result in further work. However, a dissatisfied client can be very damaging as rumours spread quickly. Reduce potential for negligence claims & protect PI
What is a CPF?
1) Provide feedback during and after project completion
2) Carried out by independent person
3) Sets standards for the company and identifies areas for improvement
4) Opens discussion with the client to ensure satisfactory service is deliver and goals
are achieved
5) Provides opportunity to gain future work for company
6) Carried out at regular intervals (6 months) to ensure any problems can be
identified and rectified early not at the end
How would you identify the needs of a client?
Client Account Planning Sessions.
Each client & project is different & needs to be assessed on won merits:
1) Discussions regarding project, key deliverables & scope of services required
2) Review past CPF scores & identify key areas (good & bad) 3) Review any complaints / bouquet letters to identify mistakes / best practice
What is a Client Brief?
The purpose of the project brief is to provide a firm foundation for the initiation of the project. It is a formal statement of the objectives and functional and operational requirements of the finished project.
It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference for the team.
What is Client empathy?
Understanding the needs of your clients and delivering VFM above and beyond their expectations.
What is an example of your client care/empathy skills?
Conwy - although only 1 or 2 days per week of my time, always made the client feel like this was my only job by accommodating their needs without delay.
UU Monthly cost/progress report - EW, CO, PO issued
When should you decline an instruction of new work from a client?
1) If there is a Conflict of Interest
2) Not in clients interest - you can’t resource the job
3) Illegal
What do you need to consider when preparing a fee bid?
DfE has its own procedure for preparing fee submissions.
1) Find out what clients want and if we provide the service.
2) 2Bid or not 2Bid form - Right for the business & risks involved
3) Varying levels of sign off depending on fee value
4) Check same bid elsewhere within the company / COI
What makes up a fee proposal/Fee bid?
1) Executive Summary - Scope / Solution / ECH
2) Client needs / drivers
3) Project issues
4) Benefits for clients / experience
5) Conditions of engagement / T&Cs
6) Methodology / organisation
7) Proposed fees (supported by CVs / interviews / programme of deliverables / sub consultants / questionnaires / QA procedures)
How would you limit the risk of working with a client who may be
financially unstable?
Screening process -
1) Dun & Bradstreet credit check
2) Company search (Account information from Companies House)
3) Internet search (Client website for additional information - judgement on reliability)
If your client asked you to lower your fees because of their limited
funding, what would you do?
The client would have to pay the required price for the level of service required or reduce the scope of works involved.
How would you calculate a fee proposal?
I would review the work involved with the commission based on the level of information available & calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate, adding a suitable allowance for OH&P
How do you identify your clients?
At my level, which is usually project level, I investigate who are the key influencers and decision makers beyond the person I am dealing with. I do this by learning about their organisation and asking questions.
My company identify its clients through market research, client’s surveys and networking events.
How do you identify your client’s needs and expectations?
Ask questions and listen to the client; use client’s briefing checklists where applicable.
Make sure that you receive a comprehensive project brief.
Carry out regular project reviews and seek continuous feedback.
Refer to previous satisfaction surveys completed by this client if applicable.
Understand who are the key influencers and decision makers beyond the individual we are dealing with.
