Client Care Level 2 Flashcards
Tell me about an example of how you have provided good client care.
I provide updates of where I’m up to on my cases with my clients, for example I emailed HMRC to let them know I had arranged an inspection and when it was taking place.
Tell me about an example of when you have provided a high standard of service to a client.
A few days after sending a level 2 homebuyers report I followed up with a phone call to see if there was any questions and if they were satisfied.
How have you dealt with an unrealistic client deadline?
I dealt with an enquiry for a level 3 building survey, they expected an inspection and the report to be issued on the same day.
Tell me about the approach you have taken when dealing with a non-technical lay client.
I made a survey report more visual including diagrams, I also ensure to use non technical language during our communications.
Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.
I conducted a level 3 building survey inspection and wrote up the report, I used technical language within the report and followed up with a phone call to ensure that everything was understood.
How have you established a client’s objectives?
When a client enquires I would send them our terms and conditions and have have a telephone conversation to establish what they required. In regard to HMRC must of our work is via a service level agreement so I already know what is required as it is located within the instruction emails.
How have you confirmed a clients brief?
I have checked the instruction emails in file at my current employer, at my previous employer I would telephone the client in order to clarify any questions we had.
How have you established a scope of services?
Our terms and conditions establish the scope of our services however at my previous employer I would talk to the client to see if there was anything further that was required.
How have you calculated fees for professional services?
At my previous employer the professional fees were dependent upon the agreed sale price of the property. At my current employer some work is at a diary charge and some tasks are agreed upon at a set price.
How have you compiled an appointment document?
I have not compiled an appointment document.
How have you established project stakeholders and their status within a project?
Upon taking instruction I check with the client who the stakeholders are and what their status is within a project.
How have you set up communication systems with a client and stakeholders?
I have telephoned and emailed clients and stakeholders then we have each others contact details, when required I have arranged video networking calls on software such as Zoom and Microsoft Teams
How have you issued reports to a client?
I have issued reports electronically to members of the public which notified me when the document was opened, in that role I also offered paper copies as some clients preferred this.
In my current role the reports are emailed to your clients.
How have you dealt with a complaint?
I have issued the complaints handling procedure and notified my line manager.
How have you measured KPIs?
