Level 1 Client Care

Question 1

What is professional conduct?

Answer 1

Professional behaviour seperates business from personal.

Question 2

What is active listening?

Answer 2

Providing appropriate feedback depending on the client/ situation

Question 3

What are KPS? Why are they important?

Answer 3

Key Performance Indicator - measurable assessor to quantify success

Question 4

PII

Answer 4

Professional Indemnity Insurance - covers professional negligence.

Question 5

Employers Liability Insurance

Answer 5

Covers accidents or ilness in the workplace.

Question 6

Why is feedback important?

Answer 6

To acknowledge whether client requirements are being met.

Question 7

How to conduct yourself?

Answer 7

• well mannered
• well presented
• respectful
• friendly

Question 8

Complaints Handling Procedure

Answer 8

1. Fit for purpose
2. Made available to all
3. Be understood by all
4. Regularly reviewed at senior level

Record all complains, adhere to a review process, have a prompt and correct response, record keeping and learnign.
Complaints should be dealt with in 28 days

Question 9

What makes up a fee proposal?

Answer 9

• Executive Summary
• Clients needs
• Project issues
• Benefits for clients
• Conditions of engagement
• Methodology
• Proposed fees suppported by CVs
• Organogram
• Quality assurance

Question 10

How to calculate a fee proposal?

Answer 10

I would review the work involved with the based on the information available, calculating the time and no.employees to undertake the work. Multiply this by an hourly rate and add a suitable allowance for OH&P.

My day rate @ 600 per day

Question 11

Company’s procedure for client’s feedbacks?

Answer 11

• Project reviews every two months
• Informal continuous feedback
• Satisfaction survey questionnaire at end of project.

Question 12

How to identify clients?

Answer 12

At my level (projects) I investigate who are the key influencers and decision makers beyond the person I am dealing with by learning about the company and asking questions.
My company identifies its clients through market research, client surveys and networking events.

Question 13

How do you identify you clients needs and expectations?

Answer 13

• Ask questions and listen to the client
• Use client briefing checklists
• Ensure a comprehensive client brief is recieved.
• Carry out regular reviews and seek feedback.
• Refer to previous satisfaction surveys
• Understand key influencer and decision makers

Question 14

How to establish trust?

Answer 14

Be transparant and honet
Learn about clients objectives
Act within your level of compentence
Act progessionally and provide high level or service

Question 14

What is client Care?

Answer 14

Looking after the client’s best interest and providing an appropriate service to ensure the client achieves VFM. Requires
- professionalism
- compentence
- respect
- trust
- reliability
- communication
- KPIs

Question 15

How to track developments within an organisation?

Answer 15

Asking questions on latest movement, new job roles, accomplishment, new work etc.

Question 16

PII Requirements

Answer 16

Dependent on turnover
- 100k - £250
-200k - £500k
-300k - £1mil

Question 17

What are KPIS?

Answer 17

Key Performance Indicators
Used to measure performance to understand client satification

Question 18

Hunters Client satisfaction process?

Answer 18

Annual client surveys with a series of KPIS to understand areas of success and improvement
- time, level of service, profssionalism.

Question 19

What is Hunter’s complaints handling procedure?

Answer 19

A two stage process in line with RICS obligations for firms.
1. Understood and accessible by all
2. Appoints a person of responsiblity.
3. Redress mechanism where if unresolved, goes to an ombudsman, mediator or RICS standards and regulation/.
3. Initial response to promote

Question 20

what is the EA scope of services documents?

Answer 20

It’s a checklist used to estsablish EA services from pre-post contract and helps to establish the fee proposal, understand client’s expectations.

Question 21

How to complete a fee proposal?

Answer 21

Calculating the time and resource required, based on previous experience.

My director would then apply the appropriate rate.

I would ask Directors for assistance if it’s for services I am not familiar with.

Sometimes this is an agreed % with framework clients or it can be calculated or sense checked on a % of CSA.

Question 22

Following a fee proposal, agreement, a form of appointment is signed.

Answer 22

Keep on record for reference of services.

Question 23

How to act with professional conduct?

Answer 23

I ensure to listen, polite, respectful.

RICS rules of conduct

Question 24

How did you ensure clients needs and expectations were underdood?

Answer 24

Formal documentation, apppointment signed.

Question 25

How did you document the agreed scope of services?

Answer 25

By using the RICS EA Scope of Services Appointment and my companies form of appointment

Question 26

What were the key objectives for Hatcham Gardens and how were these understood?

Answer 26

The client wanted to utilise derilict land adjacent to a previous project, to create a space for the community. There was programme limits to ensure the fastest development.

Question 27

How did you manage client expectations?

Answer 27

Agreeing timescales for work to be delivered and being approachable and adaptable to change.

Question 28

What was the client's brief for Hatcham?

Answer 28

To appoint a competent contractor to complete the works.

Question 29

What's the latest version of the scope of services document?

Answer 29

May 2022

Question 30

What points are the fee payable?

Answer 30

Agreed in to standard form of appointment. Pre-contract services @ execution. To PC At PC End of Defects

Question 31

Examples of your client care and empathy skills

Answer 31

- Priotitising client's needs - Organisation and communication skills to ensure the clients deadlines can be established and met.

Question 32

What if the client asked to lower fees?

Answer 32

The client would have to pay the required price, the scope of works would have to be reduced.

Question 33

What is meant by the term client care?

Answer 33

Continuours process of understanding the client's requirements and needs. - CHP -QA Processes - KPIs - Client satisfaction questionnaires - Client feedback - Lessons learned workshops

Question 34

Why is client care important?

Answer 34

To retain existing clients and secure repeat business Reduce conflict and complaints Maintain a strong reputation and attract new clients

Question 35

Example quality management systems

Answer 35

-PEPs - Contractor payment schedules - Standardised contract administation forms - Procedural checklists - Reporting templates - Following industry fuiance

Question 36

Example of Construction KPIs?

Answer 36

Number of defects / snags Construction cost over run Achieving programme milestones Profitiablility H&S Scores