Client care (Level 1)

Question 1

Why is client care important in your role as a Quantity Surveyor?

Answer 1

Ensures high standards of service, meets client expectations, and fosters positive relationships with stakeholders.

Question 2

How do you define the client’s brief, and why is it crucial?

Answer 2

Understand and document their requirements and expectations.

Crucial for managing expectations and delivering satisfactory outcomes.

Question 3

Who are considered clients in the context of client care?

Answer 3

Clients include both internal and external stakeholders, such as colleagues, clients, and third-party project stakeholders.

Question 4

How do you act professionally in your interactions with clients and colleagues?

Answer 4

Act professionally by being respectful, responsive, and clear in communications, and by adhering to ethical standards and company policies.

Question 5

What role does feedback play in client care?

Answer 5

Feedback helps to identify areas for improvement, ensures client satisfaction, and enhances service delivery by addressing any issues promptly.

Question 6

Why is it important to be familiar with your company’s complaints handling procedure?

Answer 6

To ensure that you can effectively manage and resolve client complaints, maintaining client trust and satisfaction.

Question 7

How can you ensure you deliver a high standard of service to clients?

Answer 7

By clearly understanding the client’s brief, managing expectations, and continually seeking and acting on feedback.

Question 8

What are the key components of effective client care?

Answer 8

Key components include clear communication, understanding client needs, professional conduct, timely responses, and thorough feedback management.

Question 9

How does managing expectations contribute to client care?

Answer 9

Managing expectations ensures that clients are aware of what to expect, which helps in meeting their needs and reducing potential dissatisfaction.

Question 10

What is your companies complaints handling procedure?

Answer 10

1. Immediate Referral: All complaints, verbal or written, are directed to the responsible project Director. Verbal complaints should be followed up with a written submission to the Director.
2. Initial Acknowledgment: Within 10 working days of receiving the written complaint, the Director responds in writing.
3. Investigation Outcome: Within 21 working days, the Director provides a written summary of the investigation and any actions taken.
4. Escalation Process: If unsatisfied with the outcome, the complaint may be escalated to the Managing Director, who will conduct a review and respond within 14 working days.
5. Resolution Efforts: WT Partnership will pursue resolution through negotiation or, if appropriate, mediation with the client.
6. Final Arbitration: If unresolved, complaints may be referred to the Surveyors Arbitration Scheme for a final decision.

Question 11

What are the minimum levels of PI Insurance?

Answer 11

Firm’s turnover in the preceding year Minimum
£100,000 or less = £250,000
£100,001 to £200,000 = £500,000
£200,001 and above = £1,000,000

Question 12

What steps would you have to take to set up your own practice as an MRICS?

Answer 12

Register with RICS
Obtain adequate insurance
Practices in place to protect clients’ money
Complaints handing procedure
Compliance with rules of conduct