CLIENT CARE - Level 2 Flashcards
What is Client Care?
The identification of your Clients and the continuous process of understanding their needs, feedback and behavior in order to conduct yourself in a way that improves the relationship.
Give me some examples of Client Care?
- Identifying the Client
- Understanding how they operate and their behaviour
- Understanding Client drivers such as timescales
- Communication and relationship
- Feedback and performance review
- Identifying any conflicts of interest
- Openness, honesty and trust
- Handling and managing complaints
- Lessons Learned
- Holding PII
- Handling Client Money correctly
Can you give me an example of when you have demonstrated good Client Care?
Colville 2c - Understanding clients budget and in regards to this questioning when the concept Architect was proposing very expensive materials finishes.
KPI reviews, taken onboard positives and improving on any areas where.
Can you tell me what you would do and / or what you’d advise a client to do when faced with an underperforming Contractor?
- Review Contractors financial standing -may be commercial difficulties (e.g resourcing issue and programme issues)
- Advise them to escalate it to the Contractors company if performance doesn’t improve
- Advise them of there abilities under the contract if the contractor is breaching the terms of the contract
What do you do at the outset of a project, to ensure you administer good client care?
- Understand Brief
- Hold Meeting
- Set KPI’s
- Draft PEP – for agreement by client
- What is Calfords’ Complaint Handling Procedure
a. The procedure is in 2 stages.
b. Stage 1
i. Once the complaint is received it should be responded to straight away but no later than 7 days
ii. Equity Partner for London Office - appointed
iii. Response within 28 days
iv. If the complainant is not satisfied, then the second stage commences
c. Stage 2
i. Independent redress system
ii. As approved by the RICS _ which is RICS Dispute Resolution Service
- RICS’s complaints handling produce requirements?
a. The procedure is in 2 stages.
b. Stage 1
i. Once the complaint is received it should be responded to straight away but no later than 7 days
ii. A senior member of staff or a complaints handling officer is appointed
iii. Response within 28 days
iv. If the complainant is not satisfied, then the second stage commences
c. Stage 2
i. Independent redress system
ii. As approved by the RICS
- Record complaints
- Make staff and clients aware of CHP
- Make sure CHP is up to date
- What is PI?
Professional Indemnity Insurance
Cover for claims of professional negligence where client faces an injury or financial loss
- What are the thresholds for PI?
Based on companies annual turnover
- Up to £100k = £250k
- Up to £200k = £500k
- Above £200k = £1mil
Uninsured Excess
Under 500k = Whichever is greater 2.5% or £10k
Over 500k = 2.5%
