Client care Flashcards
What is ISO 9001?
A Quality Management System, which helps to manage and monitor quality across the business.
How are firms supposed to look after Clients?
By Maintaining:
• Professional Indemnity Insurance.
• Complaints Handling Procedure.
• A procedure for handling clients money if applicable.
What is Client Care?
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 other insurance would you need to have if you had your own premises?
- Employers Liability Insurance.
* Third party Liability Insurance.
What is included within the Complaints Log?
- Date.
- Location.
- Details of Complaint.
- Actions taken.
- Close out date.
How do you receive feedback from Clients?
- Client Questionnaires.
* Key Performance Indicators.
Can you give me more detail on what Employers Liability Insurance covers?
Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.
How do you act upon feedback from a Client?
- Feedback should be formally recorded in some way, i.e. Client Satisfaction Questionnaires.
- If feedback is negative, it should be verified and necessary action taken.
- If a formal approach is required, this should follow the CHP.
How do you check if the Client is happy with the service you have provided?
- Client questionnaires.
- Repeat business.
- Recommendations to others/new clients.
How do you establish a Client’s objectives?
- Have a pre-start meeting with them.
* If there is still ambiguity then have further meetings/correspondence to clarify.
What do you clarify with regards to a clients objectives?
- Time
- Cost
- Quality
- Desired final product.
- Functionality
- Clients aspirations and goals for the project.
- Key Performance Indicators.
How do you ensure Clients are covered financially for work undertaken by yourself?
By Maintaining Professional Indemnity Insurance.
If a Client was prepared to pay you in advance for services you or your company were providing, how would you ensure that it was dealt with?
- I would ensure that a Client account is set up, in line with the rules of Conduct for firms: Handling Client Money.
- I would issue a statement of the account once it has been set up.
- I will agree with the Client how the monies will be drawn down.
- I would issue a revised statement every time I draw down money.
- Once the works are complete, I would provide the Client with a reconciliation of the account, identifying when the monies were drawn down etc.
What else does RICS publish relating to PI Insurance?
- List of approved brokers.
- Minimum wording policy.
- Black Book, Construction Insurance.
What appointment documents does the RICS publish?
- RICS Standard Form Consultant Appointment.
* RICS Short Form Consultant Appointment.
What can key performance indicators be used for?
Monitor costs.
Track progress.
Assess client satisfaction.
Identify strengths and weaknesses.
Compare performance across and between projects.
Assess specific areas of a project such as sustainability, safety, waste management, etc.
What are KPIs?
KPIs are a means to help with the rapid comprehension of the current financial position. KPIs summarise the comparison of figures against the budgeted values and also industry benchmarks that are published from the result of inter-firm comparison reports.
What key performance indicators did you have on your projects?
Pines way. KPIs included:
- Predictability of construction cost
- Collaborative approach and behavior
- Client satisfaction
- Health and safety compliance
- Prompt payment to supply chain
- Attendance at meetings
What is included in a consultants form of appointment?
- Scope
- Client money handling procedure
- Complaints handling procedure
- Detail on 3rd party rights/ collateral warranties
- Payment/ resource
- Health and safety responsibility
- PI insurance
- Method of dispute resolution
- Details of termination
- Under hand/ deed
What does a sole practitioner need to have in place that other firms wouldn’t?
. He firstly needs to have an arrangement with someone local to them.
All complaints can be referred to an ombudsman if no satisfactory solution is found.
What’s the difference between ‘client care’ and ‘owing a duty of care’ to the client?
Client care means acknowledging that the client is of prime importance, whereas owing a duty of care means we must always advise in the client’s best interest, even if that contradicts his personal view.
What do you think the principles of client care are?
- Clearly understanding the client’s objectives;
- Clearly establishing the scope of services to be provided and the fee for doing so;
- Establishing clear lines of communication; and
- Being courteous, punctual and professional at all times.
When should you inform the RICS of a complaint?
When the internal redress has not worked. PI insurer should be notified when complaint is received or PI insurance could be invalid.
What would you do if the client rejected your advice?
- Warn the client about the implications and risks if they do not take your advice.
Is the decision of an ombudsman binding?
The decision of the ombudsman is not binding on the complainant as they are free to pursue the matter through the courts if they wish
How have you received positive feedback from a client?
Repeat work
Companies internal client care feedback
Expression of satisfaction in an email
Celebrations
How would you calculate a fee?
Price for outputs
Time related expense + OHP %
