Client care (Level 1) Flashcards
Why is client care important in your role as a Quantity Surveyor?
Client care ensures high standards of service, meets client expectations, and fosters positive relationships with stakeholders.
How do you define the client’s brief, and why is it crucial?
Understand and document their requirements and expectations.
Which is crucial for managing expectations and delivering satisfactory outcomes.
What are the benefits of practising excellent customer service?
Excellent customer service enhances client satisfaction, builds trust, and can lead to repeat business and positive referrals.
Who are considered clients in the context of client care?
Clients include both internal and external stakeholders, such as colleagues, clients, and third-party project stakeholders.
How do you act professionally in your interactions with clients and colleagues?
Act professionally by being respectful, responsive, and clear in communications, and by adhering to ethical standards and company policies.
What role does feedback play in client care?
Feedback helps to identify areas for improvement, ensures client satisfaction, and enhances service delivery by addressing any issues promptly.
Why is it important to be familiar with your company’s complaints handling procedure?
To ensure that you can effectively manage and resolve client complaints, maintaining client trust and satisfaction.
How can you ensure you deliver a high standard of service to clients?
By clearly understanding the client’s brief, managing expectations, and continually seeking and acting on feedback.
What are the key components of effective client care?
Key components include clear communication, understanding client needs, professional conduct, timely responses, and thorough feedback management.
How does managing expectations contribute to client care?
Managing expectations ensures that clients are aware of what to expect, which helps in meeting their needs and reducing potential dissatisfaction.
