Client Care Flashcards
What’s meant by client care
A continuous process of understanding clients requirements, suggestions, complaints and enhancing device delivery
What’s the difference between a client and a customer
Client- under protection of another
Customer - who purchases a commodity or service
What are KPIs
Key performance indicators
When should you notify the insurance when receiving a complaint
As soon as possible
What is meant by client care
A process of understanding clients requirements, suggestions, companies and enhancing service delivery
How do you conduct yourself with clients
We’ll mannered
Presentable
Friendly and enthusiastic
What’s some quality management systems you have implemented
Preocedural checklists
Project control plans
Payment schedules
What are KPIs
Key performance indicators
Measure a company’s or individuals success against targets, objectives or peers
Example of KPI?
Number of defects
Cost overrun
Programme milestones
Probability
Health and safety score
Environmental scoring
What should you do immediately if you receive a complaint
Notify the insurance company
How would you deal with a complaint
- A knowledge it
- Notify firms complaint handling procedure
- carry out an investigation
- identify outcome and course of action to rectify
- formally respond to client
- if they are unhappy they can refer to an independent resolution body
- communicate lessons learnt internally
- inform the professional indemnity insurers
Do you know any RICS guidance on complaints handling
Complaints handling 1st edition july /2016
Do you know any RICS information on handling clients money
Client money handling- professional standard 1st edition October 2019
What’s the objectives of the client moeny handling standard
Provides clear rules for appropriate controls and procedures to keep client money safe
What are the key requirements in client Money handling professional standard
- client account requirements
- appropriate accounting controls
- information that firms must provide to clients
- how to handle client money including rules for managing any unidentified funds
What would you expect in a clients brief
- Detail of the project and professional services required
- insurances required
- terms of appointment
- expected duration of the appointment
- client procedures and policies
- key drivers for success
What’s included in a consultants fee proposal
Scope
Term of appointment
Basis of pricing and fee
CVS and qualifications
Project details
Timescales
Insurances
Exclusions
Assumptions
How would you calculate professional fees for a new commission
Client requirement
Resource
Apply a daily or hourly rate
What’s a complaints handling procedure
How your firm deals with a complaint
