Client Care

Question 1

What is client care

Answer 1

A continuous process of understanding a client’s requirements, suggestions, complaints and analyzing how this can improve service delivery

Question 2

What is a stakeholder

Answer 2

• A person or organization who has an interest in a project

Question 3

How would you provide excellent service

Answer 3

• Understand the client’s objectives at the outset of a project and tailor approach
• Read and understood appointment documents and scope of service
• understand the level of communication and involvement my client requires
• Regular ask for feedback
• Quality control

Question 4

Why is client care important

Answer 4

• retain existing clients and secure repeat business
• maintain reputation

Question 5

How would you conduct yourself

Answer 5

• well mannered
• well presented
• respectful
  friendly

Question 6

What are some quality management systems you have implemented on projects

Answer 6

• Project execution plan (PEP)
• project control plan
• Contract payment schedule
• Standardized contract administration forms
• reporting templates
• follow procedure and policy

Question 7

Lessons learnt?

Answer 7

Review a recent failing or success on projects

Question 8

What’s procedure for feedback

Answer 8

Client feedback forms
end of project survey

Question 9

What is a KPI

Answer 9

Key performance indicators
- measure performance against a benchmark

Question 10

Example of a KPI

Answer 10

• Number of defects /snags
• Project milestones
  Environmental scoring
  H&S scoring

Question 11

How do you manage client expectations

Answer 11

• Agreeing on strategy, goal and timelines
• Open and honest
• Offering advice and direction
• good communication

Question 12

What is CHP

Answer 12

Complaints Handling procedure

Question 13

What is a complaint

Answer 13

• An expression of dissatisfaction

Question 14

What does RICS say about complaints

Answer 14

• Rile 7 for firms
• A firm must operate a CHP and maintain a complaints log

Question 15

What is ADR

Answer 15

Alternative Dispute Resolution

Question 16

When would you report a complaint at your company

Answer 16

Immediate action: Actual client complaints must be reported straight away to responsible director
- this should be documented

Question 17

What is a CAR

Answer 17

Corrective Action Record

Question 18

T&T notification time

Answer 18

Key points
- 7 days for acknowledging the complaint
- 28 days for a response to be issued

Question 19

How would you deal with a clients complaint

Answer 19

• Acknowledge receipt of the complaint
• notify appropriate person
• appoint someone to investigate
• formally respond to the client
• get feedback
• lessons learned