Brainscape's Knowledge GenomeTM

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


See full index

Tom Oliver- APC > Client Care > Flashcards

Client Care Flashcards

1
Q

What is Client Care?

A

Looking after a Clients best interest while providing a appropriate level of service ensuring you satisfy their objectives while achieving a value for money

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

How do you ensure you meet the Clients aim’s and objectives?

A
  • Regular discussions on requirements
  • Review performance and identify areas for improvement
  • Listen closely to the client and ask questions
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What is a Client Brief?

A

A formal statement of a clients objectives and requirements.

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

How do you establish and maintain a good client relationship?

A
  • Professionalism
  • Competency
  • Trust
  • Reliability
  • Presentation
  • Communication
  • Punctuality
  • KPI’S
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What information would you find in a Client brief?

A
  • Services required
  • project/ property details
  • long term aims
  • duration
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What situation would you turn down a instruction?

A
  • Conflict of interest
  • Lack of information
  • Not competent
  • Client will not sign off the TOE
  • Client on the UK gov sanction list
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

How would you calculate a fee proposal?

A

Review the work involved and the time/ resources required to undertake the task- using an hourly rate.

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

How would you respond if a client requested you to lower your fee to match another consultant?

A

I would advise that the fee is calculated on the resource required for the requested scope of works, this fee could be reduced if the scope is revisited.

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

When could you request additional fees from a client?

A

If the scope of works increases.

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

Why is client care important for Workman?

A
  • Retaining Clients
  • Reduce the likelihood of conflicts/complaints
  • Advisory services require trust, transparency and high service
  • Maintain reputation and attract new clients.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What is Workman’s procedure for client feed back?

A

-Partner/ senior staff review directly on monthly/bi-monthly basis.
- Continuous informal feedback.

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

How would you handle a complaint?

A
  • Aim to resolve through negotiation as a first port of call.
  • Refer the complaint to the Partner in charge, following Workman’s complaints handling procedure.
  • Act professionally and take responsibility for my actions.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What’s Workman’s complaints handling procedure?

A

-When receiving a complaint, review it and inform the Partner and company secretary.
-Acknowledge receipt of the complaint within 7 days.
-Respond to the complaint in writing in 28 days.
- If the response is not accepted, report to the ADR.
- log the complaint on the CH log.

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

What do RICS require for CHP?

A

-Clear, transparent and free of charge.
- Nominated person person must be stated.
-PI insurer notified
- 3rd party redress scheme
- dealt with in 28 days

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

What is an example of a KPI?

A

Rent collection (90% at day 7, 95% at day 10 and 98% at day 14).

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

How do i ensure KPI’s are met?

A
  • Plan
  • Analyse
  • Action
  • Review
  • Repeat
16
Q

Take me through a client report and how this meets their needs.

A

Monthly Management Report

  • Circulate the word and excel reports on arrears and general management items to the team to provide updates, 2 weeks before the meeting.
  • Collate the responses and send to my Senior Associate and Partner to review
    -Circulate to the client on the Monday before the meeting.
  • Ensure minutes are taken and circulated immediately after the meeting.
17
Q

Why is regular contact with clients important?

A

Establish trust and provide a high level of service ensuring good client care.

18
Q

What is client empathy?

A

Understanding the needs of the client and deliver value for money above and beyond expectations.

19
Q

What is an example of using client empathy?

A
  • Same day responses
  • Phone calls and teams chats
  • Proactive management
20
Q

How are Clients identified?

A

Market research and networking.
- When a property sells I usually contact the purchaser and aim to continue the management of the building.

21
Q

How do you identify a clients needs and objectives?

A
  • Ask questions and listen
  • Understand the client brief
  • Speak to client and establish their needs.
22
Q

How to establish trust?

A
  • Transparency
  • Honesty
  • Professionalism
  • High standard of service
  • Act in the clients best interest
23
Q

When have you been transparent when things go wrong?

A

Notified the client when a SC apportionment on a new property was wrong.

24
Q

How do you maintain a good client relationship?

A

Tailor work to their needs
Ensure objectives are achieved
Taking time to get to know clients

25
Q

What do you include/ exclude in a fee proposal?

A

Include:
- Scope of services
- Terms of appointment
- Basis of pricing
- Timescales

Excludes
- VAT
- Dealing with Clients

26
Q

How do you manage a clients expectations?

A
  • Agree strategy/ timescales
  • Be honest, open and transparent
  • Communicate regularly and direct
  • Offer & advise in scope of service

Tom Oliver- APC (18 decks)

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