Client Care Level 2

Question 1

Explain how you establish a client brief ?

Answer 1

On recent project for example bridge house: i did the following (flip the words)

Written statement

I will ask for a Written statement, which summarizes their business objectives and project requirements.

Briefing meeting

I will then have a client briefing meeting to discuss project specific requirements, such has time, cost, quality, functionality any sustainable aspirations and confirmation of key stakeholders.

I would us a briefing checklist to aid an agenda, such has RICS client briefing checklist, which is available on ISURV.

Produce a fee proposal

After the meeting i will produce a fee proposal tailored to the client brief. I would use the RICS standard form of consultant appointment.

If needed i will present and be open and transparent, and explain the fee proposal, and confirm acceptance in writing.

Additionally - Further consideration

I would also recommend any specialist surveys or early appointment that ere required.

Question 2

Please explain how you would manage a complaint ?

Answer 2

Firstly, Acknowledge and take details

Firstly i would acknowledge in writing professionally. I would not leap to any conclusions.

I would record the date, location, complaint details and record from her on the action taken and close out date.

Secondly, Notify

I would then promptly notify a complaint handler to carrying out an independent review into to the root cause of a complaint.

I would review PI policy and notify our insurer if necessary at this stage.

Thirdly, Response

I would respond within the agreed timeline and detail the root cause and set ca cause of corrective action and agree with the client.

Lastly, Dispute

If the client was still dissatisfied, then i would explain that the have aright to ADR.

I would then confirm the complaint with RIC independent re-redress mechanism.