Client Care Lvl 2 Flashcards
What is client care
The principle of client care is looking after the client’s best interests and providing an appropriate level of service that satisfies the client’s needs and achieve value for money
It is provided through:
- Professionalism
- Competence
- Punctuality
- Trust
- Reliability
- Presentation
- Regular communication
- Review of services provided and standard
- KPS’s to monitor client satisfacation
- Performance feedback
Why is client care important
- Majority of work developed through repeat business
- easier to retain customer than find new ones
- Word of mouth (both ways)
- Reduce potential of negligence claim
How would you identify the clients needs
- Discuss
- KPI’s
- Reviewing previous assessments
What is a clients brief
- Provides firm foundations for the initiation of a project or pricing.
Please provide an example of your client care and empathy skills
- Try to make them feel like there property is the only property you look after
- Duncairn Court Leak
When should you decline an instruction of new work from a client
- Conflict interest
- If the appointment would not be in the clients best interests
- Not able to resource the job adequately
- Outside skillset
- Unlawful
What makes up a fee bid
- Executive summary incl. Scope & solution
- Identification of clients needs and key deliverables
- Identification and analysis of projects issues.
- Communications of key benefits for the client
- References to relevant experience
- Conditions of engagement
- Methodology
- Fee
- CV’s
- References to the project program
- Identification of sub consultants
- List of quality assurance procedures
How would you research credit risk of contractor
- Screen client
- Dun and Bradstreet
- Internet search
If the client asked you to lower your fees for whatever reason, what would you do
- Pay agreed fees
- Reduce scope
How would you calculate fee proposal
- Review work involved with commission based on the level of info available
- Calculate the time and number of individuals required to undertake the work + over head / profits
What is your complaint handling procedure
Stage 1 - Reported to senior member of staff and complaints handler
Stage 2 - Referred to third party if cannot be resolved
- Person is invited to make a complaint in writing to the complaints handler, response within 21 days
- If unhappy with response it will be forwarded to our Director who will respond in 21 days
- If dissatisfied, the complaint is escalated to the appropriate Redress system
How do you identify your clients needs and expectations
- Ask questions and listen to key challenges and issues
- Briefing checklist
- Ask for more info if adequate briefing is not enough
How do you establish trust
- Transparent & honest
- Learn about clients long term objectives
- Only act within the parameters of your competency
- Always act in a professional manner
- High level of service
Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences” by Eric Berridge argues that a company’s success hinges on prioritizing exceptional customer experiences across all departments.
Here’s a quick rundown:
Core message: Companies that excel at customer experience outperform competitors.
Author’s background: Eric Berridge, CEO of Bluewolf (a consulting firm).
Key idea: The book offers a framework to create a company culture obsessed with customer satisfaction.
Unique twist: It emphasizes leveraging cloud technology to achieve this goal.
Target audience: Businesses looking to improve customer experience and gain a competitive edge.
Key takeaways:
Practical strategies for exceptional customer service.
Importance of aligning all departments around customer needs.
How cloud computing can enhance customer experience efforts.
The 5 Features of Customer Service
- Responsiveness: Being there for your customers when they need you. This includes offering multiple channels for contact (phone, email, chat) and having timely response times.
- Professionalism: Maintaining a courteous and helpful demeanor throughout all interactions. This involves clear communication, following proper protocol, and presenting a positive image for the company.
- Empathy: The ability to understand and share the feelings of your customers. By showing that you care about their situation, you can build trust and rapport.
- Patience: Not all customers will be calm or easygoing. Effective customer service representatives can stay calm under pressure and deal with difficult situations politely.
- Problem-Solving Skills: Being able to identify the root cause of a customer’s issue and work towards a solution. This might involve troubleshooting, offering product knowledge, or finding creative ways to meet the customer’s needs.
