Client Care

Question 1

What do you understand by client care?

Answer 1

• Continuous process of always understanding the clients’ requirements, suggestions and complaints at every stage of the process to enhance service delivery.
• This can be done by:
  o Taking client feedback
  o Lessons learnt meetings
  o Client satisfaction questionnaires
  o Complaint handing procedures etc
  o Defining client brief.

Question 2

Why is client care important?

Answer 2

• Retain clients and secure repeated business.
• Reduce likelihood of conflict
• Maintain a strong reputation in the industry

Question 3

What is a project stakeholder?

Answer 3

Someone/organisation who has an interest in the project

Question 4

How do you conduct yourself with a new client?

Answer 4

Be well mannered, well presented, respectful and friendly.

Question 5

How do you maintain good client care?

Answer 5

• Know your scope of works.
• Maintain a positive attitude.
• Problem-solve.
• Respond promptly.
• Actively listen.

Question 6

How do you act with integrity and honesty at work?

Answer 6

• Respecting the privacy of colleagues in private conversations
• Communicating honestly
• Taking responsibility for your actions
• Keeping promises
• Follow organisations values.

Question 7

What systems/procedures are in place to manage client care?

Answer 7

• Establish a preferred communication method
• Always follow up with the client
• Manage the client’s expectations with transparency
• Schedule client meetings regularly.

Question 8

What is a complaint?

Answer 8

• An expression of dissatisfaction
• Complaints arise when expectations have not been met.

Question 9

How do you deal with a complaint?

Answer 9

1. Acknowledge the complaint;
2. Notify the complaints handling manager
3. Appoint a person to carry out the investigation
4. Identify the outcome and course of action
5. Formally respond to the client.
6. If client is still unhappy, refer to independent dispute resolution.
7. Inform the PI insurers
8. Communicate lessons learnt internally

Question 10

What is RICS guidance on complaint handling?

Answer 10

Complaints handling 1st edition, July 2016 (updated Jan 22)

Question 11

How can complaints be avoided?

Answer 11

• Setting out the clear expectations in the scope of works/appointment document
• Communicating clearly and effectively with the client and stakeholders
• Follow company procedure and policy
• Follow RICS professional guidance and statements
• Seek feedback and resolve issues as soon as they arise.

Question 12

How do you build trust with the client?

Answer 12

• Learn about their goals and objectives
• Act within level of competence
• Provide a high level of service
• Be transparent
• Be open and honest.

Question 13

What is meant by the term soft landings?

Answer 13

Strategy to ensure the transition from construction to operation.

Question 14

What is your company’s procedure for obtaining formal client feedback?

Answer 14

• Client satisfaction surveys are issued at key project stages.

Question 15

How do you act upon feedback from the Client?

Answer 15

• Formally record feedback
• Share positives and discuss how to improve on negatives
• Review improvements in 6 months or another suitable period

Question 16

What are some quality management systems you have implemented on projects?

Answer 16

• Contractor Payment schedules
• Use standard contract administration forms
• Use reporting templates
• Follow industry guidance
• Follow company procedure.

Question 17

How do you manage client expectations?

Answer 17

• Agreeing on strategy, goals and timelines
• Be open and honest
• Be a good listener
• Regularly communicate and address problems directly
• Offer advice and direction.

Question 18

What are KPIs?

Answer 18

• Key Performance Indicators
• Measure supply chain performance
• Can be used to benchmark business performance

Question 19

Can you provide examples of a KPI?

Answer 19

• H&S scores
• Use of local labour
• Environmental scoring
• Achieving programme milestones
• Number of defects and snags.

Question 20

If you receive a formal complaint from a client in writing, when should your firm notify the PI insurance company?

Answer 20

Straight away.

Question 21

How would you deal with a complaint from a client?

Answer 21

• Acknowledge receipt of the complaint
• Notify the appropriate person (complaints handling manager)
• Appoint someone to carry out an investigation
• Identify the outcome and action to rectify
• Formally respond to the client
• Refer client to dispute resolution if they are still unhappy
• Communicate lessons learnt internally
• Review a pre-determined date in the future
• Inform PI insurers of complaint at each stage.

Question 22

what is the RICS’ guidance on complaints handling

Answer 22

Complaints Handling - Updated in Jan 22.