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Level 1 Competencies > Client Care > Flashcards

Client Care Flashcards

1
Q

What is Client Care?

A

The principle of looking after clients best interests and providing appropriate level of service that satisfies the clients needs and provides value for money

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2
Q

How can Client Care be achieved?

A
  • Professionalism
  • Competence
  • Punctuality
  • Trust
  • Reliability
  • Presentation
  • Regular communication
  • KPIs to monitor client satisfaction.
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3
Q

How are clients different?

A

Clients come in all shapes and sizes, from a homeowner to a professional client.

Tailoring your care, reporting and communication strategy to the individual client is essential to ensure understanding.

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4
Q

Why is client care important?

A

Dissatisfied clients can be very damaging as negative feedback and experiences can spread quickly.

Reduce the potential for negligence claims to arise.

It can increase repeat business

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5
Q

What are the processes to identify the needs of a client?

A
  • Holding client account planning sessions.
  • Holding discussions regarding project key objectives, and the scope of service required.
  • Reviewing past projects & identifying key areas for improvement.
  • Reviewing any complaints to identify mistakes and best practice methods of working/
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6
Q

What types of behaviour are appropriate to establish and maintain good relationships?

A
  • Professionalism
  • Competence
  • Punctuality
  • Trust
  • Reliability
  • Presentation
  • Regular communication
  • KPIs to monitor client satisfaction.
  • Client Performance Feedback.
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7
Q

What is a client brief?

A
  • It is a formal statement of the objectives and requirements of the finished project.
  • It should be in sufficient detail to enable the project team to execute the specification and detailed design of the work
  • To provide a firm foundation for the initiation of the project.
  • It is therefore an essential reference for the team.
  • To protect both parties
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8
Q

What information is included in a client brief?

A
  • Project manager and client info
  • Clients needs and objectives
  • must haves
  • stakeholders
  • Roles and responsibilities
  • Scope of work
  • Brief description of works
  • Terms of service
  • Source of funding
  • Project estimate
  • Professional fees - how these are calculated
  • Risk management and limitations
  • Time frames
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9
Q

What are some potential risks that can be identified during a client brief?

A
  • Tender prices exceed budget meaning project is not feasible.
  • External condition impacting availability of labour and materials leading to delays and cost increase.
  • Access limitations with an occupied site may lead to delays.
  • Poor contractor performance may lead to delays on site.
  • Planning and building control refusal.
  • Design issues.
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10
Q

Why is it important to get client briefs signed?

A
  • It shows that both parties have agreed to the terms
  • There is a record of agreement in the event of a complaint or case
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11
Q

What needs to be considered when preparing a fee bid proposal for a client?

A
  • Works involved
  • Time taken or required
  • Resources required
  • Allowance of overheads and profit
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12
Q

What are the different types of insurances that a surveying firms is required to have by the RICS and law?

A
  • Professional Indemnity Insurance
  • Employer Liability Insurance
  • Public Liability Insurance
  • Building Insurance for their office etc
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13
Q

What is professional indemnity insurance?

A

Provide financial cover in the even that a client suffers financial loss as a result of breach of professional duty or negligence

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14
Q

What is the minimum limits of professional indemnity insurance under RICS?

A
  • <£100k = £250k
  • £100.001 - £200k = £500k
  • > £200.001 = £1m
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15
Q

How may you communicate with clients differently?

A

Ensure that their client advice is clear, concise and simple to ensure understanding and reduce the chances of complaints and claims.

Technical language should only be used with more specialised clients, although prior knowledge and understanding should never be assumed.

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16
Q

What are KPIs?

A
  • KPIs are key performance indicators and are a way in which procurement professionals can understand and evaluate a supplier’s ability to meet their contractual obligations.
  • Typically agreed in the client brief.
  • Reviewed regularly and performance improved accordingly.
17
Q

Example of KPIs

A
  • Meeting deadlines
  • Safety incidents
  • Reporting on time
18
Q

How can KPIs be used to manage client relationships?

A
  • Providing measurable insights into performance, satisfaction, and engagement.
  • Drive improvements
19
Q

Purpose of good record keeping with clients?

A
  • Written evidence of agreements, instructions and important details.
  • Encourages effective communication
  • Installs trust and improves relationships
20
Q

What different forms can fees come in?

A
  • Time/cost
  • fixed
  • %
21
Q

When would fixed fees be used?

A

Fixed fees are used when the scope of work is well-defined, with clear project requirements and minimal expected changes, ensuring cost certainty.

22
Q

When would time cost fees be used?

A

Time cost fees are used when the project scope is uncertain or evolving, charging based on hours worked, such as in consultancy or complex design phases.

23
Q

When would % fees be used?

A

Percentage fees are used when costs are linked to the total project value, often in architectural or project management services, ensuring proportional compensation.

24
Q

How can aligning to the RICS rules of conduct provide good quality service?

A

Giving a high standard of client care that encompasses all the key behaviours, processes and skills

25
Q

What is client money?

A

Money owned by someone who is using your firms professional services

26
Q

What are mandatory procedures that RICS regulated firms are required to follow in relation to handling client money?

A
  • Money must be kept separate, in identifiable accounts.
  • Client must be able to access funds.
  • The account must not be overdrawn.
  • Money must only be spent with clients approval.
  • Must be kept secure.
  • Interest must be agreed with the client.
  • Comply with anti money laundering legislation.
27
Q

What is a complaint?

A

An expression of dissatisfaction about an act, omission or decision made by a professional proving a service.

28
Q

How long should you take to respond to a complaint?

A

7 days to acknowledge.

Full response in 28 days.

29
Q

PCCs complaints handling procedure?

A

Stage 1: To service manager to respond within 15 days

Client has 30 days to escalate, with a reason for escalation.

Stage 2: To head of service to respond within 20 working days.

If not resolved: Escalated to housing ombudsman

Level 1 Competencies (6 decks)

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