Client Care (Level 2) Flashcards
1
Q
Who is my client at SW
A
- Manager
- Ops
- Customers
2
Q
Why do we need complaints handling procedure
A
- to ensure fairness
- consistency
- achieve satifaction
3
Q
What is in a client brief
A
- scope of work
- client objectives (valuation, profitability etc)
- client expectations (timescales, costs, H&S regs)
4
Q
What would I say are good principles of client care
A
- being professional
- understanding the clients needs
- good communication
(consider using the STAR method)
5
Q
What are the 5 frameworks that SW work with
A
- RAP framework
- Crown commercial framework
- Auctioneering framework
- Rural management framework
- Rating framework
6
Q
What is a framework
A
Its a form of procurement used to create an “umbrella” agreement with multiple suppliers
It covers things like
- terms
- services offered
- prices
- timescales
7
Q
What are some of the advantages and disadvantages of a framework agreement
A
AD
- creates long term partnerships
- saves time going through the procurement process
- services and fees are stated upfront so no confusion
- potential discount
Dis
- Long term relationship can be challenging- you might feel performance is slipping
- There may be new suppliers offering innovative solutions that you wish to use but you are restricted
8
Q
What is the RICS guidance on complaints
A
RICS CHP 2016
9
Q
What sort of thing did I include in my client brief for Strutherhill
A
- scope of work- market appraisal
- SW objectives- which was to understand how to achieve the best value with the site, was planning financially worthwhile for SW
- SW expectations- a 1 month timescale, fees which I expected to in line with those set out in Crown commercial