Client Care Flashcards
What do you think client care is?
- The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.
What is meant by the STAR method for client care?
- Stop talkin - Listen to the customer. Do not interrupt except for asking a question.
- Test your understanding of the problem.
- Ask questions to identiify what is a priority - then identify a solution.
- Reassure the customer, by being clear about follow up actions, their timings and the expected results.
What does a successful approach to customer relations involve?
- Paying attention to the customerrs needs
- Build upon the customers loyalty
- Identification of crucial points to satiisfay the customer
- Develop your emotional skills to manage potential complaints
Who is your client?
- The client
- Line Manager
- Project Team
- Colleagues
- Public
- Anyone to whom you/we owe a duty of care
Why is it important to have a complaints procedure?
- So that all complaints are dealt with fairly, consistently to hopefully resolved to the claimants satisfaction.
What would you expect to see in a client brief?
- Scope of the work
-
Understand client objectives
- Growth/prrofitability/Investment
-
Understand client expectations
- Health & Safety / compatibility / time / cost / social / economic / standards / competitors
- USE YOUR LISTENING SKILLS
- NEVER ASSUME
- HAVE YOUR WITS ABOUT YOU TO IDENTIFY CHANGE
What would you expect to put in a proposal?
- Engagement Letter
- Client details
- Description/scope/location/dates
- Definitions/disclosures/GDPR
- Programme
- Fees
- Terms & Conditions / PII / CHP
- Signatories
What do you do if a client complains to your company or you about something?
- Complaints handling procedure which comprises:
- Availability at all times
-
Key components:
- Complaint received
- Complaint registered
- Designated Complaint Handler
- Independent redress scheme
What behaviours in your working life should you exhibit to show good client care practice?
- Be smart and professional (What is smart?)
- Communicate well
- Respect
- Listen
- Keep good records
- Be Honest
- Know your limitations
- Response times
- Puncuality
- Complaints Procedure
What is a Client Relationship Management System?
- It is a software system to manage interactions with customers and potential customers
- It helps build customer relationships and streamline processes
- To increase sales; customer service and profitability
How does Data and Cyber Security affect clients?
- The employerr has a duty to protect client information in relation to the GDPR.
- The data needs to be secure.
What are the Principles of Client Care?
• The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships.
• Identifying client key drivers for projects.
• Good Communication.
What does good client care require?
• A clear understanding of the client’s objectives and aims.
• A professional approach.
• Clear, concise communication.
• A quality assurance policy.
• Complaints handling procedure.
• Professional Indemnity Insurance.
What is a quality assurance policy?
- A statement of the company’s desired level of quality for a service or product.
What is ISO 9001?
- A Quality Management System, which helps to manage and monitor quality across the business.
