Client Care Flashcards
Who is a client?
A business or individual who is paying another business for their goods or services.
Who is a commercial client?
A commercial client is someone who is acting on behalf of a business or company they are representing.
What is client care?
Client care is the meeting the reasonable expectations from a client, ensuring their expectations are met and the scope of services required is fulfilled.
Why is client care important in your business?
Leads to repeat business
In line with the Rules of Conduct rule 5, upkeeping standards and practice in the public eye
lead to further opportunities
Reduces conflict
What are the risks of poor client care?
Conflicts
Disputes and claims
Will turn to competitors for business
What are the principles of client care?
Identify client needs and requirements
Establish a CHP
Establish Quality Assurance - ISO9001 - Data Management
KPI’s
Identifying an appropriate scope of services and client brief
What is an appointment?
A contract undertaken by the client and consultant (PM, QS, Architect etc)
What are some contractual mechanisms found in an consultant’s appointment?
Payment
Dispute Resolution
Changes to scope
Is a consultant’s appointment a construction contract?
Yes, within the HGCRA 1996, construction contracts include architectural, design or surveying work.
What QA processes do AtkinsRéalis have in place?
OCRA
Originator
Checker
Reviewer
Authorizer
Who are consultants?
Consultants are professionals appointed by the client to perform expert tasks on a project. This may include:
Providing advice on setting up and defining a project
Developing and coordinating the design
Preparing product information
Contract Administration
