Client Care (Level 2)

Question 1

Who is my client at SW

Answer 1

1. Manager
2. Ops
3. Customers

Question 2

Why do we need complaints handling procedure

Answer 2

1. to ensure fairness
2. consistency
3. achieve satifaction

Question 3

What is in a client brief

Answer 3

1. scope of work
2. client objectives (valuation, profitability etc)
3. client expectations (timescales, costs, H&S regs)

Question 4

What would I say are good principles of client care

Answer 4

1. being professional
2. understanding the clients needs
3. good communication

(consider using the STAR method)

Question 5

What are the 5 frameworks that SW work with

Answer 5

1. RAP framework
2. Crown commercial framework
3. Auctioneering framework
4. Rural management framework
5. Rating framework

Question 6

What is a framework

Answer 6

Its a form of procurement used to create an “umbrella” agreement with multiple suppliers

It covers things like

1. terms
2. services offered
3. prices
4. timescales

Question 7

What are some of the advantages and disadvantages of a framework agreement

Answer 7

AD

1. creates long term partnerships
2. saves time going through the procurement process
3. services and fees are stated upfront so no confusion
4. potential discount

Dis

1. Long term relationship can be challenging- you might feel performance is slipping
2. There may be new suppliers offering innovative solutions that you wish to use but you are restricted

Question 8

What is the RICS guidance on complaints

Answer 8

RICS CHP 2016

Question 9

What sort of thing did I include in my client brief for Strutherhill

Answer 9

1. scope of work- market appraisal
2. SW objectives- which was to understand how to achieve the best value with the site, was planning financially worthwhile for SW
3. SW expectations- a 1 month timescale, fees which I expected to in line with those set out in Crown commercial