Client Care Flashcards
1
Q
What is the best method of communication with a client?
A
Depends on the individual client and their needs
2
Q
What constitutes good client care / what is client care / how do you look after a client?
A
- Establishing and maintaining good client relationships
- Understanding the clients needs and requirements
- Listening to the client and seeking feedback
- Understanding the clients goals - short and long term
- Responding speedily to clients requests / enquiries
- Regular reporting - keeping the client up dated
3
Q
What procedures are in place for managing client care?
A
Complaints Handling Procedure - attached to all TOE
4
Q
How do you ‘win’ new clients?
A
Understand their requirements
Introduce appropriate opportunities
Pitch for the work
Create strong client relationships
5
Q
How do you record a complaint?
A
On the internal database
Ensure the complaint is in writing
Inform PII Insurer
Inform complaints handling officer
6
Q
Can you provide an example of when you have provided exceptional client care.
A
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