Client Care (Level 2) Flashcards

1
Q

Who is my client at SW

A
  1. Manager
  2. Ops
  3. Customers
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2
Q

Why do we need complaints handling procedure

A
  1. to ensure fairness
  2. consistency
  3. achieve satifaction
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3
Q

What is in a client brief

A
  1. scope of work
  2. client objectives (valuation, profitability etc)
  3. client expectations (timescales, costs, H&S regs)
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4
Q

What would I say are good principles of client care

A
  1. being professional
  2. understanding the clients needs
  3. good communication

(consider using the STAR method)

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5
Q

What are the 5 frameworks that SW work with

A
  1. RAP framework
  2. Crown commercial framework
  3. Auctioneering framework
  4. Rural management framework
  5. Rating framework
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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

  1. terms
  2. services offered
  3. prices
  4. timescales
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7
Q

What are some of the advantages and disadvantages of a framework agreement

A

AD

  1. creates long term partnerships
  2. saves time going through the procurement process
  3. services and fees are stated upfront so no confusion
  4. potential discount

Dis

  1. Long term relationship can be challenging- you might feel performance is slipping
  2. There may be new suppliers offering innovative solutions that you wish to use but you are restricted
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8
Q

What is the RICS guidance on complaints

A

RICS CHP 2016

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9
Q

What sort of thing did I include in my client brief for Strutherhill

A
  1. scope of work- market appraisal
  2. SW objectives- which was to understand how to achieve the best value with the site, was planning financially worthwhile for SW
  3. SW expectations- a 1 month timescale, fees which I expected to in line with those set out in Crown commercial
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