Client Care Flashcards
Why is feedback so useful to you?
Tells you what you are doing well and areas which need improvement
What is client care?
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 value for money.
How can client care be provided?
Professionalism
Competence
Punctuality
Trust
Reliability
Presentation
Regular communication
Review of services provided and standard
KPIs to monitor client satisfaction
Client performance feedback
Why is client care important for surveying firms?
- majority of work is developed through repeat business from existing clients
- positive reviews / word of mouth recommendations for more business
- negative reviews / experiences can spread quickly and give a bad reputation
- reduce potential for negligence claims to arise
What is CPF?
Client performance feedback is the process of gathering and acting on feedback from the client. It is typically carried out by an independent person at regular intervals (i.e., 3-6 months) to ensure any problems can be identified and rectified as early as possible.
How would you identify the needs of a client?
I would look to achieve this by holding client account planning sessions. Each client is different and their needs would be assessed on their own merit, this could be achieved by:
- holding discussions regarding scope of services required
- reviewing past CPF scores and identifying areas for improvement
- reviewing any complaints to identify mistakes and best practice methods of working
What is a client brief?
It is a formal statement of the objectives and functional and operational requirements of the finished project.
What is the purpose of the client brief?
The purpose of the client brief is to provide a firm foundation for the initiation of the project.
Please provide an example of your client care and empathy skills?
I always try to ensure that I prioritise each client’s needs accordingly. For example, I will ensure that I manage my time and workload correctly to ensure that I keep to report deadlines.
When should you decline an instruction of new work from a client?
-conflict of interest
-the work is unlawful -instruction is outside of my skillset.
How would you limit the risk of working with a client who may be financially unstable?
I would use a screening process to check the client’s financies. This could include a company search using the Companies House website to obtain their account information or carrying out an Experian credit check.
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 calculate the time and number of individuals required to undertake the work & multiply it by an hourly rate adding a suitable allowance for overheads and profits. I would also review the work involved and the level of information available.
What is your company’s procedure for client feedback?
We undertake a satisfaction survey questionnaire at the end of each report.
What is your company’s procedure for complaint handling?
2 stage process need to find the answer
