Client Care

Question 1

What is client care?

Answer 1

Looking after clients best interests and providing an appropriate level of service.
Provided through.
1. Professionalism
2. Competence
3. Punctuality
4. Trust
5. Reliability
6. Presentation
7. Regular communication
8. Review of services provided and standard
9. KPI’s to monitor client satisfaction
10. Client Performance Feedback

Question 2

What is a client brief?

Answer 2

1. To provide a firm foundation for the initiation of the project.
2. A formal statement of the objectives and functional and operational requirements of the finished project.
3. Should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is an essential reference for the team.

Question 3

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

Answer 3

1. If there is a conflict of interest.
2. If the appointment would not be in the clients best interest.
3. My firm may not be able to resource the job adequately.
4. If the project is outside my skill set.
5. If the work was unlawful.

Question 4

How do you establish trust?

Answer 4

1. I am transparent and honest about my actions at all times.
2. I learn about my client and their long term objectives in addition to key challenges they are facing.
3. I only act inside the parameters of my level of expertise and competence.
4. I always act in a professional manner.
5. I always provide a high level of service.

Question 5

How do you encourage repeat business?

Answer 5

1. I provide high levels of service and customer care during projects.
2. I regularly obtain feedback and act on it.
3. By dealing with complaints honestly and effectively.
4. Through keeping in touch with clients even when we have no live projects together.
5. Organising business development activities e.g social events or CPD’s.