Level 1 Client Care Flashcards
What is professional conduct?
Professional behaviour seperates business from personal.
What is active listening?
Providing appropriate feedback depending on the client/ situation
What are KPS? Why are they important?
Key Performance Indicator - measurable assessor to quantify success
PII
Professional Indemnity Insurance - covers professional negligence.
Employers Liability Insurance
Covers accidents or ilness in the workplace.
Why is feedback important?
To acknowledge whether client requirements are being met.
How to conduct yourself?
- well mannered
- well presented
- respectful
- friendly
Complaints Handling Procedure
- Fit for purpose
- Made available to all
- Be understood by all
- Regularly reviewed at senior level
Record all complains, adhere to a review process, have a prompt and correct response, record keeping and learnign.
Complaints should be dealt with in 28 days
What makes up a fee proposal?
- Executive Summary
- Clients needs
- Project issues
- Benefits for clients
- Conditions of engagement
- Methodology
- Proposed fees suppported by CVs
How to calculate a fee proposal?
I would review the work involved with the based on the information available, calculating the time and no.employees to undertake the work. Multiply this by an hourly rate and add a suitable allowance for OH&P.
Company’s procedure for client’s feedbacks?
- Project reviews every two months
- Informal continuous feedback
- Satisfaction survey questionnaire at end of project.
How to identify clients?
At my level (projects) I investigate who are the key influencers and decision makers beyond the person I am dealing with by learning about the company and asking questions.
My company identifies its clients through market research, client surveys and networking events.
How do you identify you clients needs and expectations?
- Ask questions and listen to the client
- Use client briefing checklists
- Ensure a comprehensive client brief is recieved.
- Carry out regular reviews and seek feedback.
- Refer to previous satisfaction surveys
- Understand key influencer and decision makers
How to establish trust?
Be transparant and honet
Learn about clients objectives
Act within your level of compentence
Act progessionally and provide high level or service
How to establish trust?
Be transparant and honet
Learn about clients objectives
Act within your level of compentence
Act progessionally and provide high level or service
