Client Care Flashcards
Tell me about an example of how you provided good client care
For a lease renewal, established the clients objectives and requirements
Advised on various options
Tell me about an example of when you provided a high standard of service to a client
Lakeside - BBB saved the client hundreds of thousands from a proposal I felt was reasonable
How have you dealt with an unrealistic client deadline?
I spoke to the client being honest and was transparent
Tell me about the approach you have taken when dealing with a lay client.
Spoke to them in a clear manner, slowly and followed up everything with an email
Also assisted on the government gateway account and shared my screen
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
Respected their opinions but I still used my own professional judgment.
How have you established a client’s objectives?
Ask questions
Listen carefully
Gather information
Keep a record
How have you confirmed a client’s brief?
Thorough review taken time
Ask questions when any doubt
ToE state the scope of works
How have you calculated fees for professional services
Market pricing
No undercutting
Depends on the service
Rating - conditional fee agreement
Other - fixed fee
How have you issued reports to a client?
Ensure they are clear, concise language and accurate
Standardised format
Line manager reads through
How have you dealt with a complaint?
Speak to the person first - ask them whats the problem
Formal complaint to the CHP officer - will be acknowledged in 7 days
21 days written response
ADR if can not be resolved by a designated redress scheme (CEDR)
How did you record outputs and actions from the meetings?
Went through the schedules with the client updating. This could allow consistency and accuracy
How did you provide your client with updated schedules?
Attached the schedule alongside an email outlining the changes
How did the regular meeting help you demonstrate good client care?
Listened to the client and ensured the client was getting the best quality service
Sharing screens - how did you talk the client through setting up a Government Gateway account?
I could go through each step telling the client where to click
