Client Care - Level 1

Question 1

How do you obtain a client’s brief?

Answer 1

Inform the client about the level of detail needed, including project scope, deliverables, target audience, and any specific guidelines you require.

Question 2

How do you gain an understanding?

Answer 2

1. Read the Brief Carefully in Full
2. Pick out the key directions and requirements.
3. Think carefully about the target audience.
4. Pay attention to keyword requirements.
5. Carry out some basic research on the topic.
6. Read samples on similar content.
7. Ask questions and try to gain further clarity.

Question 3

How do you meet their expectations?

Answer 3

1. Establish realistic goals.
2. Offer detailed initial estimates.
3. Provide regular status updates – periodic progress reports, timeline changes, budget changes, risk updates.
4. Ask for feedback.
5. Build a personal relationship with the client.

Question 4

How could you promote your professional duty?

Answer 4

1. By being productive
2. Developing my professional image
3. Taking the initiative
4. Maintaining effective work habits
5. Managing time efficiently
6. Demonstrating integrity
7. Providing excellence
8. Being able to solve problems.
9. Being resilient
10. Communicate effectively.
11. Develop self-awareness.
12. Build relationships.

Question 5

How do you ensure that you are open, honest and transparent?

Answer 5

1. Speak honestly.
2. Disclose information.
3. Ask questions.
4. Provide feedback.
5. Stay professional.
6. Be realistic.
7. Share business performance.

Question 6

How does this fit in with RICS ethics?

Answer 6

It fits in with Rule 1 – members and firms must be honest, act with integrity and maintain their professional obligation, including their obligation to RICS.

Question 7

How do you adapt your approach?

Answer 7

You cannot always be wholly transparent when dealing with clients and subcontractors, as there is some information that cannot always be disclosed. For example, when a subcontractor has been unsuccessful with a bid, it would be wrong of me to show them the details of the successful bid. I can however provide feedback on areas of improvement in bids going forward without disclosing information about the successful bid.

Question 8

What are some KPIs?

Answer 8

1. Client satisfaction
2. Cost variance
3. Defects
4. Safety
5. Labour productivity

Question 9

How do you feedback lessons learnt?

Answer 9

1. Define your feedback and learning objectives.
2. Choose your feedback and learning methods.
3. Communicate your feedback and learning results.
4. Implement your feedback and learning actions.
5. Foster feedback and learning culture.

Question 10

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

Answer 10

1. Being punctual
2. Dressing professionally
3. Communicating respectfully
4. Being honest and ethical
5. Honing your expertise
6. Having a positive attitude
7. Taking responsibility
8. Being helpful
9. Being reliable
10. Managing your time
11. Staying calm
12. Following meeting etiquette
13. Perfecting your telephone etiquette
14. Collaborating with others
15. Being resilient

Question 11

What would you consider necessary to consider if you are setting up a complaint handling procedure?

Answer 11

• Have a named point of contact.
• Use simple language that is easy to follow.
• Be accessible.
• Be as straightforward as possible.
• Be clear about what will happen at each stage and how long each stage should take.
• Acknowledge receipt of the complaint within 5 working days
• Provide a formal response to the receipt of the complaint with the 28-day timeframe.

Question 12

What do you understand by the term corporate social responsibility?

Answer 12

Corporate social responsibility is a business model by which companies make a concerted effort to operate in ways that enhance rather than degrade society and the environment.

Question 13

Does your company have such a policy?

Answer 13

ISG’s Corporate Responsibility is defined through our Values and 2020 Vision which are at the core of our business. The ISG Strategic Business Process works through a continuous feedback loop process. Operating standards, guided and reviewed by the Sustainability Programme, inspired by innovation and business transparency, directly influencing project delivery. Which, through positive and effective audit and feedback, delivers continuous improvement.