Client Care

Question 1

Communication systems with Client?

Answer 1

Monthly progress meetings - discuss the project in detail and record any information in meeting minutes
FTC Reviews - Review financial standing of the project with the Client
KPI’s - Highlight the projects success against agreed objectives
CEMAR - Contractual management software, used for any formal contractual correspondence (FTC’s/EWN’s/GC’s/AFP’s)

Question 2

What is Client Care?

Answer 2

Looking after the clients best interests and providing an appropriate level of service to satisfy their needs

Question 3

What do you understand by the term corporate social responsibility? Does your company have such policy?

Answer 3

A company which operates in ways that enhance rather than degrade society and the environment.

Yes, our motto is XXXX

Question 4

What would you consider necessary if you are setting up a complaint handling procedure?

Answer 4

Set up a log which keep record of complaints
Acknowledge receipt of all complaints
When a complaint is made to your firm send the complainant a copy of the firms CHP
Ensure that your CHP has at least 2 stages: the name of the relevant complaint’s handler in the firm and the appropriate redress mechanism that the firm is using.
Include timescales for when the complainant can expect a reply and full answer to the complaint.
If you cannot resolve the complaint, write to the complainant explaining that they can now use the appropriate redress mechanism
Ensure PI Insurer is notified of all complaints inline with policy

Question 5

How do you feedback lessons learnt?