Client Care

Question 1

What are KPIs?

Answer 1

Key Performance Indicators

• Quantifiable measure of performance over time for a specific objective

Question 2

What are your firms divisional standards?

Answer 2

• Providing a consistent level of service
• Undertaking a terms of engagement to understand the clients objectives
• COI
• Managing the instructions
• Keeping the client informed
• Confidentiality

Question 3

Examples of Client Care?

Answer 3

• Understanding your clients objectives and requirements
• Listening to the client and seek formal and informal feedback from clients
• Understanding the client position and longer term goals adopting a holistic approach
• Responding speedily to queries and regular reporting systems and information/filing systems

Question 4

What are the principles of client care?

Answer 4

Ensuring communication is regular open and transparent

Question 5

How do you act upon feedback from a client?

Answer 5

• Formally record it
• If negative should be verified and necessary action taken

-If a formal approach is required then this should follow with CHP

Question 6

How do you establish clients objectives?

Answer 6

• Pre start meeting
• If anything is still uncertain then follow up with correspondence to clarity
• Agree ToE

Question 7

What do you clarify with regards to clients objectives?

Answer 7

• Time
• Cost
• Objectives/ strategy
• Desired final outcome
• Quality

Question 8

What does good client care require?

Answer 8

• Clear understanding of objectives
• Professional approach
• Clear, concise communication
• Quality assurance policy (statement of the company’s desired level of quality for a service or product)
• CHP
• PII

Question 9

What do you clarify with regards to clients objectives?

Answer 9

• Time
• Cost
• Objectives/ strategy
• Desired final outcome
• Quality

Question 10

How do you get an understanding of your clients instruction needs and objectives?

Answer 10

• Arrange a meeting with client
• Understand their preferred method of communication
• Clarity their objectives