Client Care Flashcards
What is meant by client care?
The continuous process of understanding a client’s requirements and suggestions to enhance service delivery.
Provide an example of when you have provided exception client care.
For the Birmingham NHS Trust, my client asked whether I could provide services for a new workstream. I understood what the client’s requirements were and prepared a scope of service. I was transparent wiht the client, advising that the services could not be delivered in the existing resource profile but liaised with my directors to arrange a suitable colleague.
Why is client care important?
- It delivers the best outcome for my client and project
- It reduces the likelihood of conflict
- It can win repeat business
How do you conduct yourself when interacting with clients?
- Well-mannered
- Presentable
- Personable
Why is it important to maintain existing relationships, rather than just building new ones?
- Because a large percentage of commissions are won through repeat business.
- Maintaining and building existing relationships builds a positive image for the company.
How do you build trust with your clients?
I provide a high level of service, fulfil my commitments to them and only advise within my scope of competence.
Client vs. customer?
A customer purchases a commodity or service.
A client is under an ongoing protective relationship.
What is a project stakeholder?
Anyone who has an interest in the project.
What quality management systems have you implemented on a project?
- Project Execution Plan
- Use of reporting templates
- Use of standardised administrative forms
What is a lessons learnt workshop?
A workshop that reviews the failures and successes of a project for future learning or implementation.
What is a KPI?
A key performance indicator, used to measure success against targets.
Examples included:
- Number of project milestones achieved on time
- Number of risks realised as issues
What is G&T’s quality policy?
- A statements that sets out the company’s intention to minimise risk for its clients and maximise the value of their projects. It is underpinned by a number of values including being ethical and providing unbiased advice.
What is a complaint?
An expression of dissatisfaction.
What is G&T’s complaints handling procedure?
A two-stage process.
Stage 1 - if I receive a complaint in writing, I will notify my project or client partner. The partner will then refer the complaint to the company secretary and general counsel for logging, investigation and resolution.
Stage 2 - if Stage 1 does not resolve the complaint, the complainant can take it to an independent redress provider as approved by the RICS Regulatory Board.
What is the RICS guidance on complaints handling?
Complaints handling, reissued in October 2023 as a professional standard.
It sets out that firms must operate a complaints handling procedure and maintain a complaints handling log.
The procedure must be two stages and provide access to independent redress.
How do you avoid complaints in the first place?
- Set clear expectations in scopes of service etc.
- Good communication with client and stakeholders
- Follow procedure and policy.
What is RICS Standard of Service document?
I was mistaken but I stated it with reference to RICS Standards like the Black Book and other best practice guidance.
What would you expect to see in a client’s brief for professional appointment?
- Details of the project and professional services required
- Required insurances
- Terms of appointment and expected duration
What would be included in a consultant’s fee proposal for professional services?
- Scope of service
- Terms of appointment
- Basis of fees/pricing
- Proposed team
- Exclusions / qualifications
After verbally agreeing services with a client, what do you do next?
Follow up in writing to confirm terms, fees and scope of service.
What is a consultant appointment document?
A set of terms and conditions provided by the consultant.
How do you calculate professional fees for a new commission?
I would understand the client and project requirements then define the level of seniority and number of people required to complete the activities. I would then apply a daily rate and review as a % against the project budget.
Into the project, you realise you have undercalculated fees and resources. Would you go back to the client for more fees?
It would be reasonable if the requirements of the scope or service had changed. However if they were the same, it would be my mistake to learn from next time. I wouldn’t reduce the level of service.
What challenges are there for the client if all services are delivered by one consultancy?
It may be harder to challenge colleagues form the same company or there may be a conflict of interest if errors are dealt with in a different manner.
There are advantages too including efficiencies in ways of working.
