Client Care

Question 1

What is Client Care?

Answer 1

Looking after the clients best interests, providing an appropriate level of service that satisfies the nned of the client and provided Value for Money.

Question 2

How can Client Care be provided?

Answer 2

Through:
- Professionalism
- Competence
- Punctuality
- Trust
- Reliability
- Presentation
- Regular Communication
- Review of services provided and standards
- KPIs (key performance indicators) to monitor clients satisfaction
- Client Performance Feedback

Question 3

Whay is CC important for surveying firms?

Answer 3

• Repeat business is common and should be encouraged where possible
• Positive testimonials and referrals word of mouth
• Dissatisfaction is damaging to reputation and developing business
• Excellen CC reduces likelihood of negligence claims

Question 4

What is CPF?

Answer 4

Client performance Feedback; during after, by an independent person.
- sets standards and identifies areas for development.
- encourages open discussion over service quality
- carried out at regular intervals 3 or 6 months