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Nadine APC > Client Care > Flashcards

Client Care Flashcards

1
Q

What KPIs does your company’s client satisfaction survey monitor?

A

Timely delivery
Relationship
Capability
Quality of service
Value for money

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2
Q

How do you define a client’s objectives?

A

Set up a briefing meeting to communicate with the client.
Identify their deliverables and objectives, and overall brief and scope.
Identifying what value means to that client.

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3
Q

How do client objectives differ between projects?

A

Scope
Time
Cost
Quality

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4
Q

What types of fee exist?

A

Time charged basis, or fixed.

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5
Q

How would you calculate a fee?

A

I would review the work involved with the commission based on the level of information available.
I would calculate the time & number of individuals required to undertake the work & multiply it by an hourly rate adding a suitable allowance for over heads and profits.

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6
Q

What should be included in a company’s complaints handling procedure?

A

Info about who is the appointed complaint handling contact is within the firm.
Request that all complaints are made in writing.
The stages of the complaint procedure.
The timescales for considering a complaint.

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7
Q

Can Employer or Public Liability be capped?

A

No - Liability cannot, however, insurances are.
Cannot be capped for actual fraud and shall not limit our liability for death or personal injury caused by negligence.

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8
Q

What is the ISO standard for complaints handling procedures?

A

10002

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9
Q

Why is it important to build relationships?

A

To earn the trust of clients and gain opportunities to be shortlisted for future work.
As an RICS member to help build and promote trust in the institution.

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10
Q

Why is it important to identify a client’s requirements?

A

In order to deliver a high standard of service and ensure that they are satisfied you need to know what the client expects.
To ensure their requirements will be met, which will avoid wasting resources doing effectively abortive work.

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11
Q

What are the typical contents of a fee proposal?

A

Scope of services provided.
Terms of appointment.
References to relevant experience.
CV’s/Organogram.
The fee.
Form of agreement including T&Cs.
Level of PII.
Clarifications & Exclusion.

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12
Q

What are the types of client brief?

A

Statement of need.
Strategic brief.
Project brief.

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13
Q

What are some KPIs?

A

Profitability.
H&S Scores.
Local Labour.
Environmental scoring.

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14
Q

What is CSR?

A

Corporate Social Responsibility
Companies having a positive impact on community rather than just generating profit.

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15
Q

Challenges of covid & brexit to client care?

A

Harder to build rapport when all remote during covid - more complaints when not in person.
More claims around covid, delays and difficulties sourcing labour & materials - added pressure on to client relationships.
UK-GDPR & confidential information almost all electronic.

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16
Q

Can you explain your company’s complaint handling procedure to me?

A
  1. Your Key Client Contact with the company will be responsible for dealing with your complaint.
  2. Request a written summary of your complaint to the person dealing with it.
  3. Your written complaint will be acknowledged within two days.
  4. We will liaise with you to agree a resolution/plan for corrective action to remedy the complaint (within 5 days).
  5. If you are dissatisfied, we will refer the matter to the Operations Director of the business, who conduct a separate review and contact you to inform you of the conclusion of this review (28 Days).
  6. If you remain dissatisfied, then we will attempt to resolve this promptly through negotiations. Otherwise enter into mediation in accordance with the Centre for Effective Dispute Resolution (CEDR). Operated by the Royal Institution of Chartered Surveyors.
  7. If the complaint has still not been resolved, we will refer your complaint to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators.
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17
Q

Explain how you dealt with a complaint to ensure customer satisfaction?

A

Promptly, proactively & kept informed. Followed up after.

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18
Q

What do you understand by client care?

A

Understanding client needs and requirements.
Complaint Handling procedures.
QA procedures.
KPI’s.
Regular communication.
Client feedback and review of services provided.

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19
Q

Why is Client Care important for surveying firms?

A

The majority of work is developed through repeat business from existing clients.
Providing excellent client care can also reduce the potential for conflict and negligence claims to arise.

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20
Q

How do you conduct yourself with a new client?

A

Well mannered.
Well presented.
Respectful.
Friendly and enthusiastic.

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21
Q

How do you build trust with a client?

A

Only act within your level of competence.
Always act in a professional manner.
Always provide a high level of service.
Be transparent.
Be open and honest.

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22
Q

What is a project stakeholder?

A

A person or organisation who has an interest in the project.

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23
Q

What is the term soft landings referring to?

A

A strategy to ensure the transition from construction to occupation is bump free and operational performance is optimised.

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24
Q

What is a lesson learnt workshop?

A

Review a recent failing or success on a project.
Put a procedure in place to prevent the failing happening again.
Review the success and share with others.

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25
Q

What is your company’s procedure for obtaining formal client feedback?

A

Client satisfaction surveys are issued at key project stages.

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26
Q

How do you act upon feedback from a client?

A

The feedback should be formally recorded.
Share the positives and discuss how negatives can be improved.
Ensure feedback is fed back during a lessons learnt workshop.
Review the improvement in 6 months or suitable period.

27
Q

What are KPI’s?

A

Key Performance Indicators
Measure supply chain performance.
Can be used to benchmark business performance against others.

28
Q

When should you decline an instruction of new work from a client?

A

If there is a Conflict of Interest.
My firm may not be able to resource the job adequately.
If the project is outside of my skillset.
If the work was unlawful.

29
Q

How would you limit the risk of working with a client who may be
financially unstable?

A

I would use a screening process to check the client’s finances, this could include:-
A company search using the Companies House website to obtain their account information.
A credit safe credit check.
An Internet search using their website for additional information and to make a judgement on
their reliability.

30
Q

If your client asked you to lower your fees because of their limited
funding, what would you do?

A

The client would have to pay the required price for the level of service required or reduce the scope of works involved.

31
Q

How many stages does the RICS specify as a minimum for CHP?

A

The RICS specifies 2 stages as a minimum:
Stage 1 – The complaint in the first instance is reported to a Senior Member of the firm or the
designated complaints handler.
Stage 2 – If the complaint cannot be resolved this is referred to the independent redress
mechanism.

32
Q

What is a complaint?

A

An expression of dissatisfaction.

33
Q

Are you aware of any guidance with regards to complaint handling?

A

Complaints Handling, 1st Edition, July 2016 - Updated in Jan 2022 with Rules of Conduct

34
Q

How can complaints be avoided in the first instance?

A

Setting out clear expectations.
Communicating clearly and effectively with the client and stakeholders.
Put everything in writing to ensure everything is documented.
Follow company procedure.
Seek feedback.

35
Q

What are the advantages / disadvantages of working from a client’s
office?

A

The advantages are quicker and clearer lines of communication.
A better understanding of the client’s culture, needs and expectations can be determined.
The disadvantages are the loss of technical support from colleagues and a possible isolation from my own organisation’s culture.

36
Q

Has RICS published any information on handling clients’ money?

A

Client Money Handling - Professional Statement 1st Edition October 2019.
Provides clear rules for RICS firms and members on appropriate controls and procedures to keep client money safe.

37
Q

What is meant by clients’ money?

A

Money of any currency that a RICS regulated firm holds or receives.

38
Q

What information would you expect to see in a client’s brief?

A

Services required.
Insurances required.
Terms of appointment.
Duration of appointment.
Client procedures and policies.
Key drivers for success.

39
Q

What might be excluded from a consultant fee proposal?

A

VAT
Disbursements
Dealing with claims
Services that are not required

40
Q

Could there be any issues with having all professional services delivered by the same practice?

A

Harder to be critical of colleague.
Perceived conflict of interest.
Advantages as well, team are usually more efficient.

41
Q

A client asks you to lower your fee to beat the price of another consultant, what do you do?

A

Explain how the fee was calculated and advise that I did not want to enter a dutch auction with another practice.
If the client is looking for a reduced fee I could review the scope of service to understand where services could be reduced.

42
Q

What is a consultant appointment document?

A

Appointment documents are terms and conditions for services being provided by a consultant to a client.

43
Q

On what grounds would you ask for additional fees?

A

Dealing with insolvency of a contractor.
Delay to programme.
Increased scope of service.

44
Q

Once you agree services with your client, what should you do next?

A

Follow up in writing to confirm T&C’s, fee and scope of service.

45
Q

L1 - How do you obtain a client’s brief?

A

I would set up a briefing meeting to understand the clients business objectives, project requirements and expected outcomes. I would also get an understanding of timescales and budget.

46
Q

L1 - How do you meet their expectations?

A

I would meet their expectations by understanding the client and their requirements and agreeing on their strategy, goals and timelines.
I would remain open, honest and professional, and communicate clearly and concisely to deliver on their intended objectives.

47
Q

L1 - How would you compromise your professional duty?

A

I would compromise my professional duty if I were to accept a bribe or fail to notify a client of a potential conflict of interest.

48
Q

L1 - How do you ensure that you are open, honest and transparent?

A

I do not mislead others and I am always open and transparent with clients about fees and services.

49
Q

L1 - How does being open and transparent
fit in with RICS ethics?

A

This follows Rule 1 of the Rules of Conduct. Members and firms must be honest, act with integrity and comply with their professional obligations.

50
Q

L1 - How do you adapt your approach to differing clients?

A

Some clients do not have the same level of technical knowledge as others. I therefore have to adapt my way of communicating to accommodate lay people.

51
Q

L1 - What are some KPIs?

A

Number of defects.
Profitability.
Remaining on programme.
Use of Local labour.

52
Q

L1 - How do you feedback lessons learnt?

A

Review with the team in a lessons learnt workshop.

53
Q

L1 - What behaviours in your working life should you expect to show good client care practice?

A

Defining the client’s brief, as well as understanding their needs and requirements. Having client feedback meetings and looking out for your clients best interests.

54
Q

L1 - What would you consider necessary if you are setting up a complaint handling procedure?

A

Nominating a complaint handler within your practice, as well as identifying a third party redress scheme such as CEDR.
Having the process approved by the RICS.

55
Q

L1 - What do you understand by the term corporate social responsibility?

A

Action taken that positively impacts on the environment, communities, the workplace and suppliers.

56
Q

L1 - Does your company have a CSR policy?

A

Yes, I am a member of the NW CSR team. We aim to give back to the community and have local charities that we fundraise for.

57
Q

L1 - What current challenges is Covid and/or Brexit bringing to Client Care?

A

Covid has made it harder to form a rapport with clients due to remote working.
There has also been difficulty meeting client briefs around budget and programme with delays on site due to staff shortages, as well as material shortages.

58
Q

L2 - Fast House – you produced a dashboard, what did this contain?

A

The dashboard contained a comparison between masonry and timber house types throughout UK locations. The client wanted to establish which method of construction was cheaper for varying plot sizes.

59
Q

L2 - What feedback did your client give you on Fast House?

A

The client advised that the dashboard provided them with the exact data they required in order to make an informed decision on timber or masonry construction. They thanked us for our work and advised us that they would recommend our service to other developers.

60
Q

L2 - What KPI’s or performance measures would you put in place so the client can measure your performance throughout the life of the project?

A

Items such as number of change requests, as well as budget variance.

61
Q

L2 - Explain the process that you undertake to establish the client’s objectives?

A

I would set up a briefing meeting to understand the clients business objectives, project requirements and expected outcomes. I would also get an understanding of timescales and budget.

62
Q

L2 - How would you evaluate risk when clarifying ambiguities and the critical information?

A

Set up a risk workshop with the project team.
Identify the risks and qualitatively and quantitively assess them, assigning a probability/likelihood of the risks occurring.
Apply a cost to each risk to identify a total risk allowance.

63
Q

L2 - How would you assess and calculate fees?

A

I would understand the clients scope of service and their budget.
I would proceed to understand the seniority of resource and number of people required to undertake the activity.
I would confirm the number of hours required to complete the task and apply a rate to calculate a total fee.

64
Q

L2 - Wythenshawe – how did the clients reliance on you come about?

A

I had a strong working relationship with the client and they were distracted with the handover of the Wythenshawe Theatres. They felt comfortable approaching me assist with arranging the contractor interviews.

Nadine APC (21 decks)

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