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 VfM.
VfM stands for Value for Money.
How can client care be provided?
- Professionalism
- Competence
- Punctuality
- Trust
- Reliability
- Presentation
- Regular communication
- Review of services provided and standard
- KPIs to monitor client satisfaction
- Client Performance Feedback
Why is client care important for surveying firms?
- Majority of work is developed through repeat business
- Encourages positive testimonials and word of mouth recommendations
- Detrimental effects of dissatisfied clients
- Reduces potential for negligence claims
What is CPF?
Client performance feedback is the process of gathering and acting on feedback from the client.
CPF includes gathering feedback during and after project completion.
What does CPF comprise?
- Gathering feedback during and after project completion
- Usually carried out by an independent person
- Sets standards for the company
- Identifies areas for improvement
- Encourages open discussions with the client
- Provides opportunity for future work
- Conducted at regular intervals (3-6 months)
How would you identify the needs of a client?
- Holding Client Account Planning Sessions
- Discussions regarding project key deliverables
- Reviewing past CPF scores
- Reviewing complaints to identify mistakes
What is a Client Brief?
A formal statement of the objectives and functional and operational requirements of the finished project.
It provides a foundation for project initiation.
What is an example of client care and empathy skills?
Prioritizing each client’s needs, making them feel their project is the only one, and delivering work to a high standard ahead of deadlines.
When should you decline an instruction of new work from a client?
- Conflict of Interest
- Not in the client’s best interests
- Inadequate resources
- Outside of skillset
- Unlawful work
What do you need to consider when preparing a fee bid?
- Client’s requirements
- Bid or no bid form for risk assessment
- Varying levels of sign off depending on fee value
What makes up a fee bid proposal?
- Executive Summary
- Identification of Client’s needs
- Analysis of Project issues
- Communication of key Benefits
- References to relevant experience
- Conditions of engagement
- Methodology
- Organogram
- Proposed fees
- Supporting CVs
- Project programme references
- Identification of sub consultants
- List of quality assurance procedures
How would you limit the risk of working with a client who may be financially unstable?
- Company search using Companies House
- Dun & Bradstreet or credit safe credit check
- Internet search for additional information
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 or reduce the scope of works.
How would you calculate a fee proposal?
Review work involved, calculate time & number of individuals required, multiply by hourly rate, and add overheads and profits.
What is your company’s procedure for client feedback?
- Formal project reviews every two months
- Regular informal feedback through communication
What is your company’s procedure for complaint handling?
- Stage 1: Report to a Senior Member or designated complaints handler
- Stage 2: If unresolved, refer to independent redress mechanism
- Investigate and advise action within 21 days
- Escalation options if dissatisfied
How do you identify your client’s needs and expectations?
- Ask questions and listen to client
- Use client’s briefing checklists
- Request further clarification when needed
How do you establish trust with clients?
- Be transparent and honest
- Learn about client’s long-term objectives
- Act within expertise
- Maintain professionalism
- Provide high level of service
How do you encourage repeat business?
- Provide high levels of service
- Regularly obtain and act on feedback
- Deal with complaints effectively
- Keep in touch with clients
- Organize business development activities
What are the advantages of working from a client’s office?
- Quicker and clearer communication
- Better understanding of client’s culture and needs
What are the disadvantages of working from a client’s office?
- Loss of technical support from colleagues
- Possible isolation from own organization’s culture
