M- Client Care Flashcards
Why is client care important?
- Make sure they’re satisfied with our services.
- Good client relationships and continuous work.
Why is it important to understand the basis of your appointment with a client?
- Understand your of service and what your client is expecting from you.
- Anything outside of your scope of services needs to be addressed. For example if you manager has said you will do ¾ days’ worth of work per month but you end up being full time on the project as you are doing multiple other tasks then you will need to address with your manager and either reduce down or they can have the conversation around additional fees. It is important that your client understands what your commitments are.
How would your client care differ between experienced and inexperienced clients?
- Choice of language
- Amount of support throughout the process
- Workshops / calls to explain procurement routes / tendering options etc. for less experienced.
Can you talk me through RLBs Complaints Handling Procedure?
- Key client contact will be responsible with dealing with complaint
- Submit complaint in writing
- Will be acknowledged in 2 days
- RLB to liaise to agree solution (within 5 days)
- If dissatisfied, they are to contact their key client contact who will refer matter to operation director of the business
- OD will conduct separate review of issue and contact within 28 days
- If still dissatisfied then attempt to resolve promptly via negotiation or mediation.
- If still not satisfied then agree to referral of complaint by arbitration
Can you give me an example of when you have given good client care?
- Checking in with client before a change control meeting
- Giving your clients a call at the end of the week to check in with what’s on the list to do for next week.
- Working late to meet a last minute deadline. (Morrisons)
- Calling your client when you have submitted a financial statement to run through the changes (DWP)
What information would you expect to see in a client’s brief?
- Services required
- Insurances required
- Terms of appointment
- Duration of appointment
- Client procedures and policies
- Key drivers for success`
How would you calculate fee for a new commission?
- Understand client requirements inc scope, project details, budget, scope of service
- Identify the seniority of resource and number of people to deliver
- Assess duration required to complete activities
- Apply daily/hourly rate against activities
- Review total fee as percentage against project budget
Has remote working had any impact / influence on how you work with your clients?
Video call helps keep the body language and connection
What are the RICS requirements for a complaint handling procedure?
RICS states an effective CHP should:
Be fit for purpose
Made available to all staff
Be understood by all staff
Readily be shared with complainants
Regularly reviewed at a senior level
Agreed with PII brokers/providers
Provide details of access to independent redress if firm cannot resolve the complaint
What would you do if the dispute cannot be resolved who would your refer this to?
Refer to the RICS
How would you ensure you are delivering the required scope of services to a client?
Communicating and managing expectations
How do you establish your clients requirements when first engaging?
Understand clients objectives - key drivers, who the stakeholders are
- Service plan / project delivery plan, understand resources and risk
How do you react to a difficult client?
- Keep same professionalism and integrity towards work, continue to be reliable and empathetic
If the client asks you to do something for free outside of your remit, do you accept?
- If it’s a significant amount, suggest we can get a fee proposal across.
- If its small then it should be alright, goes towards client care.
What do you think good client care looks like?
- Being considerate of their needs
- Attentive
- Fulfilling the scope of services etc.
