Client Care - Level 2

Question 1

Manchester Project

How do examples such as “recommendation reports” and monthly valuations that you have referred to demonstrate customer care? Explain.

Answer 1

The recommendation reports demonstrate customer care as they assist with confirming a clients brief and establishing a scope of services.
Where issuing monthly valuations demonstrate customer care by calculating fees for professional services provided to the client.

Question 2

Give me an example of procedures you have implemented to ensure that you get useful feedback regarding your/your company’s performance.

Answer 2

A customer satisfaction KPI is a metric used by companies to score and track how happy their customers are with their service, product, and/or experience. The end goal is to determine factors affecting customer satisfaction and to pinpoint areas for improvement.

Question 2

Tell me about some KPI s that you have implemented on your project that illustrate customer care.

Answer 2

• Client satisfaction
• Cost variance
• Defects
• Safety
• Labour productivity

Question 3

Give me an example where you dealt with client / customer concerns regarding your / your team’s service.

Answer 3

I have had complaints from subcontractors who have complained about late payment.

Question 4

Explain how you dealt with this to ensure customer satisfaction.

Answer 4

I had therefore apologised on the companies’ behalf and noted their concerns which I forwarded to my manager and director for review, where I would advised that they would be contacted by my superior in due course.