Client Care Flashcards
What is client care?
The principle of client care is looking after the clients’ best interests and providing an appropriate level of service that satisfies the client’s needs and achieves Value for Money
How is client care provided?
o Professionalism.
o Competence.
o Punctuality.
o Trust.
o Reliability.
o Presentation.
o Regular communication.
o Review of services provided and standard.
o KPIs to monitor client satisfaction.
o Client Performance Feedback.
Why is Client Care important for surveying firms?
- The majority of work is developed through repeat business from existing clients.
Therefore, it is important not only for the client to achieve their requirements but also for the company to encourage repeat businesses where possible. - Providing that the Client’s satisfaction is maintained, positive testimonials can be achieved and word of mouth recommendations will be generated.
However dissatisfied Clients can be very damaging as negative feedback and experiences can spread
quickly. - Providing excellent client care can also reduce the potential for negligence claims to arise.
How would you identify the needs of a client?
Each client & project is different & their needs would be assessed on their own merit, this could be achieved by:-
* Holding discussions regarding project key deliverables & the scope of services required.
* Reviewing past Client Performance Feedback scores & identifying key areas for improvement.
* Reviewing any complaints to identify mistakes and best practice methods of working
What is a Client Brief?
- The purpose of the client brief is to provide a firm foundation for the initiation of the project.
- It is a formal statement of the objectives and functional and operational requirements of the finished project.
When should you decline an instruction of new work from a client?
- If there is a Conflict of Interest.
- If the appointment is would not be in the clients’ best interests.
- My firm may not be able to resource the job adequately.
- If the project is outside of my skillset.
- If the work was unlawful
What do you need to consider when using preparing a fee bid?
Note that not done this in your experience but the process is:
- Finding out what the client’s requirement are and identifying whether this is a service that we provide.
- A bid or no bid form is populated to identity if this is suitable for the business by considering the risks involved.
- There are varying levels of sign off depending on fee value prior to submission.
How would you limit the risk of working with a client who may be financially unstable?
I would use a screening process to check the clients finances, including:
- A company search using the Companies House website to obtain their account information.
- A credit check (Credit Safe or Dun and Bradstreet).
- An Internet search using their website for additional information and to make a judgement on their reliability
If your client asked you to lower your fees because of their limited funding, what would you do?
The client would have to pay the required price for the level of service required or reduce the scope of works involved.
How would you calculate a fee proposal?
- 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.
What is your company’s procedure for complaint handling?
- Initial informal stage - the employee dealing with the case will do their best to resolve any issues. Will progress to a formal complaint if still unhappy with the result.
- Formal Stage One - complaint will be referred to a senior member of the team. If not happy it would be moved to stage two.
- Stage two - the complaint is referred to HR / complaints services, independent of the department. They will investigate and respond
How do you identify your client’s needs and expectations?
- I am always sure to ask questions and listen to the client on key challenges and issues they are facing.
- I also use client’s briefing checklists where applicable.
- There have been times when I have not received an adequate briefing from the client and in these instances I am sure to ask for further clarification on their specific requirements.
How do you establish trust?
- I am transparent and honest about my actions at all times.
- I learn about my client and their long term objectives in addition to key challenges they are facing.
- I only act inside the parameters of my level of expertise and competence.
- I always act in a professional manner.
- I always provide a high level of service
What are the advantages / disadvantages of working from a client’s office?
- 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.
