General Flashcards
In your view, what is client care?
A continuous process of understanding clients requirements, suggestions, complaints etc and analysing to enhance service delivery
Can you provide some examples of how you have provided client care?
Understanding clients needs and requirements
Having Quality assurance procedures in place
Understanding my KPIs
Getting the client to fill out satisfaction surveys
Why is client care important?
To retain existing clients and secure repeat business
Reduce the likelihood of conflict
maintain a strong reputation within the industry to attract further clients
Delivering the best possible outcome for the client/projects
How do you conduct yourself when interacting with your clients?
Make sure im well mannered and presentable
Always respectful
Adopt a friendly and enthusiastic approach
Always look to understand their requirements to ensure my actions are in clients best interest
How do you build trust with your clients?
Never try to give advice which is outside my scope of competence
Always try to act in a professional manner
always try to provide a high level of service
whats the difference between a client and a customer?
Client is under the protection of another
Customer is one who purchases a commodity or service
Essentially a client is an ongoing business relationship while a customer is not secondarily
What is a project stakeholder
Person/org that has an interest in the project
What is soft landings referring to?
A strategy to ensure that construction to operation is bump free and optimal performance is achieved
Please can you detail some QMS that you have implemented on your projects?
Project control plans
Standard templates
contractor payment schedules
What is your companies procedure for obtaining formal client feedback?
client satisfaction surveys are issued at key stages of the project
What are KPI’s?
Key performance indicators, can be used to measure a companies or individual success versus a set of targets
Can you provide me an example of a KPI that may be used in construction?
Nr of defects/snags
Construction cost overrun
Use of local labour
Profitability
Environmental scoring
Why is it important to maintain existing client relationships rather than building new ones?
Large amount of works comes from repeat business
What is ISO 9001?
A Quality Management System, which helps to manage and monitor quality across the business.
What does beneficial ownership mean in relation to new clients?
The person who ultimately owns or controls the legally defined minimum percentage of the shares or voting rights in that entity
