Client Care Flashcards
What is involved in understanding the client’s brief?
Gather detailed information about client needs, define the scope of services, set fees, use standard forms of appointment, and include mechanisms for changes and disputes.
What are key aspects of identifying stakeholders in a project?
Determine key stakeholders, understand their roles, influence, and interests, and manage their expectations and involvement.
What are effective communication systems with clients and stakeholders?
Set up clear communication channels, provide regular updates, issue formal reports, and implement feedback mechanisms like surveys or review meetings.
How should complaints be handled in client care?
Follow a structured complaints handling procedure, address grievances efficiently, and use feedback to improve processes.
What is the importance of clear communication with clients?
Communicate project timelines, deliverables, and potential delays transparently, and ensure clients understand what is needed from them.
What is account management in client care?
Maintain ongoing contact with clients even when there are no active instructions to build long-term relationships and understand their evolving needs.
How can business development activities benefit client care?
Participate in networking events, seminars, and industry forums to foster relationships and generate new business opportunities.
What is the role of listening in understanding client objectives?
Actively listen to clients to grasp their objectives and requirements, which helps in tailoring services to meet their specific needs.
Who are considered clients in a surveyor’s role?
The contractual party who appointed you and other stakeholders impacted by or involved in the project, such as line managers, board members, or external partners.
What is the duty of care to clients and stakeholders?
Provide professional care primarily to the contractual client and also address the needs and concerns of other key stakeholders.
What are key elements of providing professional advice?
Use data and analysis to inform advice, present alternative solutions with clear rationale, and ensure advice is based on professional expertise.
What does professionalism entail in client care?
Adhere to ethical standards, ensure transparency and fairness, and work within the limits of your competence and PI insurance.
