Client Care Flashcards
who are clients
an individual or organization for whom you are performing a service
what is client care
tailoring your services to meet the needs of your client, in the first instance identifying the clients, and then building and maintaining relationships with them
why is it important to understand a clients structure
- assist with approval processes
- assist with reporting procedures
- ensure the relevant people are included in correspondence and meetings
- provide a high standard of service
how can you identify clients
- speaking with the client
- research on the clients company
why is it important to understand the clients reporting procedures
- in order to meet the needs of the client procedures such as:
- financial reporting
- design updates
- board meetings
- approval processes
what are the appropriate behaviours for building long lasting relationships with clients
complying with the ethical principles of Rules of Conduct
clear communication
timely delivery
quality outputs
take on board opinions
tell me about your duty of care to your client
I have duty of care to my client to act in a professional and ethical manner eg undertaking work only if i have the required skill and knowledge
how would you establish a fee
based on resource level and time spent /deliverable achieved
what is an appointment document
a contract between a client and consultant
aims to achieve a balanced distribution of risk/liability between both partied
what is contained within an appointment document
- consultant obligations
- client obligations
- limitations of liability
- 3rd party rights - allows someone not party to the appointment/contract to claim against consultant if the appointments benefits the 3rd party in some way
- payment agreements
- schedule of services
what is a subsidiary
a company that is owned or controlled by another company
how do you report to your client
- bi-weekly meetings
- ad hoc reports
- regular updates
what do you update your client on
- any updates to negotiations
- interest schedules
- valuation updates that are material
- timings of work
how does understanding your clients governance and reporting procedures enable you to provide an optimum service
- i understand who my client reports to, how they report and when they report. This enables me to provide my client with the information they require in the format that they require
how do you tailor your approach when reporting to your client
- i understand the level of detail my client needs
- i understand the timing of when the reports need to be issued
- i understand the key items that my client needs to be updated on
