Client Care

Question 1

What do you think client care is?

Answer 1

• The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.

Question 2

What is meant by the STAR method for client care?

Answer 2

• ​Stop talkin - Listen to the customer. Do not interrupt except for asking a question.
• Test your understanding of the problem.
• Ask questions to identiify what is a priority - then identify a solution.
• Reassure the customer, by being clear about follow up actions, their timings and the expected results.

Question 3

What does a successful approach to customer relations involve?

Answer 3

• Paying attention to the customerrs needs
• Build upon the customers loyalty
• Identification of crucial points to satiisfay the customer
• Develop your emotional skills to manage potential complaints

Question 4

Who is your client?

Answer 4

• The client
• Line Manager
• Project Team
• Colleagues
• Public
• Anyone to whom you/we owe a duty of care

Question 5

Why is it important to have a complaints procedure?

Answer 5

• So that all complaints are dealt with fairly, consistently to hopefully resolved to the claimants satisfaction.

Question 6

What would you expect to see in a client brief?

Answer 6

• Scope of the work
• Understand client objectives
  
  • ​Growth/prrofitability/Investment
• Understand client expectations
  
  • ​Health & Safety / compatibility / time / cost / social / economic / standards / competitors
• USE YOUR LISTENING SKILLS
• NEVER ASSUME
• HAVE YOUR WITS ABOUT YOU TO IDENTIFY CHANGE

Question 7

What would you expect to put in a proposal?

Answer 7

• Engagement Letter
• Client details
• Description/scope/location/dates
• Definitions/disclosures/GDPR
• Programme
• Fees
• Terms & Conditions / PII / CHP
• Signatories

Question 8

What do you do if a client complains to your company or you about something?

Answer 8

• Complaints handling procedure which comprises:
• Availability at all times
• Key components:
  
  • Complaint received
  • Complaint registered
  • Designated Complaint Handler
  • Independent redress scheme

Question 9

What behaviours in your working life should you exhibit to show good client care practice?

Answer 9

• Be smart and professional (What is smart?)
• Communicate well
• Respect
• Listen
• Keep good records
• Be Honest
• Know your limitations
• Response times
• Puncuality
• Complaints Procedure

Question 10

What is a Client Relationship Management System?

Answer 10

• It is a software system to manage interactions with customers and potential customers
• It helps build customer relationships and streamline processes
• To increase sales; customer service and profitability

Question 11

How does Data and Cyber Security affect clients?

Answer 11

• The employerr has a duty to protect client information in relation to the GDPR.
• The data needs to be secure.

Question 12

What are the Principles of Client Care?

Answer 12

• The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships.
• Identifying client key drivers for projects.
• Good Communication.

Question 13

What does good client care require?

Answer 13

• A clear understanding of the client’s objectives and aims.
• A professional approach.
• Clear, concise communication.
• A quality assurance policy.
• Complaints handling procedure.
• Professional Indemnity Insurance.

Question 14

What is a quality assurance policy?

Answer 14

• A statement of the company’s desired level of quality for a service or product.

Question 15

What is ISO 9001?

Answer 15

• A Quality Management System, which helps to manage and monitor quality across the business.

Question 16

How does a Complaints Handling Procedure work?

Answer 16

• *1. Complaints are directed to the Quality Assurance Officer, who will log the complaint in the Complaint Log.
  2. A timescale for redress is put in place.
  3. An Internal Redress is provided to the complainant.
  4. If this redress is not adequate, then the complaint is referred to an external third party for redress.
  5. Steps should then be put in place the ensure that the complaint does not arise again.**

Question 17

Who are stakeholders?

Answer 17

1. Customers. Stake: Product/service quality and value. …
2. Employees. Stake: Employment income and safety. …
3. Investors. Stake: Financial returns. …
4. Suppliers and Vendors. Stake: Revenues and safety. …
5. Communities. Stake: Health, safety, economic development. …
6. Governments. Stake: Taxes and GDP.
7. Shareholders/owners. Stake: They own the business

Question 18

What is the difference between a stakeholder and a customer?

Answer 18

1. A stakeholder has a stake in the organisations performance
2. A customer is someone who purchases a product or service