Client care

Question 1

What’s a RACI matrix?

Answer 1

It stands for:
Responsible
Accountable
Consulted
Informed

abd is a methodology for managing stakeholders

Question 2

What is your company’s complaints handling procedure

Answer 2

1. Undertake assessment and thank client for raising
2. Report to line manager to see guidance
3. Report to divisional manager if potential claim could be sought
4. Rectify if possible
5. Lessons learnt

Question 3

How do you monitor performanc during a project

Answer 3

Ask client to complete mid-project questionnaires and seek to resolve any issues raised during this.

Question 4

What needs to be determined when agreeing an appointment with a client?

Answer 4

• Scope of services
• Assumptions/exclusions/
• Programme
• Liability and level of insurance cover
• fee
• payment terms