Client Care Flashcards
What is it meant by client care?
A continuous process of understanding a clients requirements, suggestions, complaints to enhance your service. ways of doing this can be;
- KPI’s
- Client brief/ Feedback
- complaints handling procedures
- identifying appropriate scope of services
- reviewing and learning from performance
Why is Client Care important?
- Industry reputation
- Client satisfaction/ repeat business
- Reduce ambiguity or potential conflict of interest
How do you build up trust with Clients?
- Act professionally, act with integrity and be honest
- Provide a high level of service.
- Admit mistakes and remedy ethically
What is the difference between Client and Customer
- A customer is where a there is a transaction for goods and services.
- A Client requires someone to act on their behalf an provide protection.
What is it meant by the term soft-landing
The process of transitioning from the construction phase to occupation in a problem free manor
Please confirm some of the quality management systems you have implemented on your projects
- Cost templates/reporting templates
- Procedure checklists (payment date schedule)
What are KPI’s
Key Performance Indicators
Examples;
- Programme milestones
- Cost tracking/ construction over-run
- RFI - Response times
- H&S scores
How can complaints be avoided?
- Having a clear understanding of the Clients requirements and expectations from the outset of the project.
- Clear communication between all parties
- Act in a professional way, within your self parameters of competence.
How would you deal with a compliant?
Acknowledge the complaint within 7 days. Provide a formal response back within 21 days (28 Days in total)
- Notifying the complaints handling officer internally and PI insurers.
- Appoint a person to conduct an investigation on the compliant
- provide a formal response within 21 days
- If still dissatisfied they have the right to refer to a third party independent body
What are the key requirements of the RICS Client handling money procedure?
- Bank account must be set up in the Clients name.
- Client must have access to the account
- how to handle clients money and rules of managing unidentified funds.
What would you do if a Client offered to pay you in cash?
I would politely decline, however if I had to under the RICS guidance I can accept up to 10,000 euros.
What sort of information would you expect within a clients brief?
- Project details and Professional services required.
- Expected duration of services required
- Any specific terms or insurances
What sort of Information would you see within a Fee proposal
-Scope of services
- Fee breakdown
- CV’s
- Insurances
- Duration of services
- terms and conditions
How would you calculate a fee proposal?
- assess the amount of human resource
- Assess project details, location, complexity
- rates against resource against duration.
You have been asked to reduce you fee? what do you do?
- Avoid comparing my fee to others
- explain to the client how the fee was calculated
- i would review my proposal to see if there was any areas to reduce.
On what grounds would additional fees be warranted?
- dealing with contractor insolvency
- Delay to the programme/ extension
- Increase in scope of services
- changes to the project scope
When would it be appropriate to decline work from the Client?
- the scope of works falls outside of your knowledge and competence
- There is a conflict of interest
- Appointment requires to act illegally
- breach of the RICS rules of conduct.
