Client care Flashcards
Tell about why it is important to develop long-term client relationships.
Developing long term client relationships assist in creating a positive reputation and also recurrent business which improves with time.
Tell me about the different stakeholders you have come across in your role.
CCG, Director, Board member, Different departments, NHS England, Department of Health.
Tell me about how you have tailored your client care to one of these stakeholders. Why is it important to you to set objectives?
My directors need to be informed constantly on key cases but are very time pressured and to address this I summarize the information into a concise update tracker with next steps clearly highlighted.
Objectives determine the direction we are heading in, it is better to set these early on so mistakes can be avoided.
Tell me about your duty of care towards your clients.
The principle of duty of care is that you have an obligation to avoid acts or omissions, which could be reasonably foreseen to injure of harm other people. This means that you must anticipate risks for your clients and take care to prevent them coming to harm.
How have you defined your scope of services within the limits of your competence and PI insurance?
By clearly setting it out in the terms of engagement.
How do you set fees?
Either hourly, fixed rates, % basis.
How have you used standard forms of appointment?
I have used standard forms of appointment in appointing a building surveyor to cost dilapidation works.
What mechanisms are contained within an appointment document? What insurance requirements are you aware of (both legal and RICS)? How are stakeholders identified?
Remineration, Arbitration/litigation, ADR
Professional indemnity insurance for all businesses.
How do you establish their status within a project?
By highlighting the need for reporting of some elements of the project to them.
Explain formal communication systems with clients and stakeholders you are aware of. What KPIs might you agree with a client to monitor performance?
Written, Graphic, Verbal, Non verbal.
Time deadlines for stages, financial targets etc
How do you gather data during the inception stage of a project, including client briefings and site based information?
Interacting with property management systems, downloading and analysing reports. Reading leases, Inspections and measurements. Gathering contextual information.
Level 2 Tell me about an example of how you have provided good client care.
I provided good client care working in the portfolio optimization team where I organized bi weekly workshops. I provided good client care by gathering feedback from all departments and feeding back to the stakeholders.
Level 2 Tell me about an example of when you have provided a high standard of service to a client.
I provided a high standard of service by being proactive and communicative when dealing with a request to view a space. I responded quickly to their initial request and was able to show the property in a short space of time.
Level 2 How have you dealt with an unrealistic client deadline? How have you dealt with unrealistic client expectations?
When my client asked me to analyse 50 outstanding pharmacy review data and present a report. I understood I had a few cases with tight deadlines. I clarified my workload and explained what taking on additional work would mean on the ongoing review. I was able to delay the pharmacy data work until these deadlines were past.
Level 2 Tell me about the approach you have taken when dealing with a non-technical lay client.
When speaking to non technical lay person, I ask severally if they have understood me or need me to repeat or explain. I avoid jargon and abbreviations to allow easier understanding.
