Client Care Flashcards
What is client care?
The principle is looking after client’s best interest and providing an appropriate level of services that achieves client’s need and value for money
Provide examples of client care and empathy skills?
Prioritse each client’s needs, make the client feel their project is the only comission I am working, agree with deadlines in advance and meet them, ensuring quality of work to high standard.
Why is client care important in surveying firms?
Encourage repeat business, positive testimonials and word of mouth, reduce potential negligence claim to arise
How would you identify the needs of client?
Client account planning sessions, discussions on key deliverables, review past CPF and identify improvements, review any complaints to identify mistake and best practice
What is a Client Brief?
Formal statement of project objectives and operational requirements, with sufficient detail to enable integrated team to execute specs and design as reference.
What is your company‘s complaint handling procedure?
- Acknowledge the Complaint, Provide CHP
- Nominate a contact person for the case, Director
- Evaluate the complaint
- Check with insurer if complain can lead to claim
- Investigate the complaint
- Respond timely
- Escalate to independent redress
- Record keeping
What is Redress Scheme?
scheme within RICS where RICS can offer a impartial ombudsman review
What is professional indemnity insurance?
D esigned to protect businesses and professionals from legal claims made by clients or third parties due to errors, negligence, or inadequate services
What does your PII cover?
Maximum ceiling claim - 10M
Services according to agreed scope of works (cost management)
Claim made basis
Covers present and past employees
Run-off cover
Fire safety exclusions
What are the exclusion under your PII?
Terrorism, indirect losses, construction management, losses from computer programme, design and specs, legal advice, collateral & 3rd party, contamination & pollution, fire safety, survey or inspection
How do you handle client’s money?
Separate client and firm money, record-keeping, client money protection, transparency and communication, internal and external audits, client consent
What is runoff insurance?
Liability insurance coverage that continues to provide protection after a business or professional activity has ceased
How long is the coverage of run-off insurance?
If not stated in the contract, it covers within limitation period, typical 6 years for construction contracts.
How would you calculate fee proposal?
Review work based level of information available, calculate time and resource required against hourly and OHP
What are the contents of fee proposal?
Fee Proposal, Scope of Works, Assumptions, Exclusions
How did you ensure that the client’s requirement are attained and communicated properly among your team members?
Meet client and generate project brief, client reviews and approves brief, team kickoff meeting, distribute document, assign each member roles and deliveries, regular catchup meetings, internal review and QA, delivery and feedback
When is feedback form issued to Client?
Depending on the length of service. For precontract, we issue CPF every delivery of cost plans
What are the contents of the feedback form?
Scoring in terms of time completion, value for money, quality, meeting client’s requirements, health and safety practices, sustainable measures, and overall performances
What is the purpose of the feedback form?
Sets standards for firm and areas for improvement, encourage client satisfaction
Give me an example of issuing and receiving feedback form and how is it dealt with?
Every delivery of cost plan stage, we issue CPF to client, once returned, the feedback is discussed within senior members of the team, to check rooms for improvement and get back to client whenever required.
What are common causes of failure?
Inadequate planning, poor governance, lack of clear business objectives, and poor communication
How to address them?
Embedding lessons learned culture. Culture of open dialogue, continuous learning, and applying knowledge
