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Flashcards in Level 2 - Client care Deck (61)
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1

N. What is Client Care?

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.

2

N. Give me an example of a excellent client care?

Coventry
Client required information over the weekend as part of a EoT request from DEMO contractor
Prepared work over the weekend for my manager to QA Monday morning ready for the client. Kept client updated of progress and my willingness to get the work to them by monday and that I was working on it over the weekend.

3

N. How do you deal with Customer Complaints?

Log the complaint in the complaints handling Blog.
Raise the complaint with my immediate director/working on the project.
If this cannot be resolved its raised to the other director. If this still cannot be resolved it is referred to the property ombudsman.

4

N. How do you act upon feedback from a Client?

• Feedback should be formally recorded in some way, i.e. Client Satisfaction Questionnaires.
• If feedback is negative, it should be verified and necessary action taken.
• If a formal approach is required, this should follow the CHP.

5

N. If a Client was prepared to pay you in advance for services you or your company were providing, how would you ensure that it was dealt with?

• I would that a Client account is set up, in line with the rules of Conduct for firms: Handling Client Money.
• I would issue a statement of the account once it has been set up.
• I will agree with the Client how the monies will be drawn down.
• I would issue a revised statement every time I draw down money.
• Once the works are complete, I would provide the Client with a reconciliation of the account, identifying when the monies were drawn down etc.

6

N. If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place.

• Professional Indemnity insurance.

7

N. How do you choose your PI Provider?

• RICS publishes a list of approved providers.

8

N. What other insurance would you need to have if you had your own premises?

• Employers Liability Insurance.
• Third party Liability Insurance.

9

N. Can you give me more detail on what Employers Liability Insurance covers?

• Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.

10

N. Can you tell me more detail on what Third Party Liability Insurance covers?

• Covers you against actions of a third party.

11

N. I see in your CPD you mention Contractors All Risk Insurance, what is this?

• It typically covers the cost of physical loss or damage to building works. i.e. it covers Natta for striking existing underground services.

12

N. How do you refer a Client to your Complaint Handling Procedure?

• It should be included within the Terms & Conditions of the contract to the Client.

13

N. What would you do if the internal redress you have provided to the Client for a Complain is rejected?

• I would refer them to a third party redress system, usually run by an Ombudsman.

14

N. You mention Ombudsman, what is this?

• An official who is appointed to investigate individual’s complaints against a company or organisation.

15

N. What will the RICS investigate?

• They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the Global Professional Ethical Standards and the Rule of Conduct.

16

N. what might the shortfalls be?

• Failure to utilise a Complaints Handling Procedure.
• Failure to disclose a Conflict of Interest
• Misuse of Clients Money.
• Failure to answer correspondence.

17

N. You mention a Conflict of Interest, can you give me an example of a Conflict of Interest and how you would deal with it?

• An example of a conflict of interest would be providing a service for both the Client and the Contractor on the same job. I would make both Clients aware that I was providing a service to both of them. However I would also consider my position, as even if both Clients agree for me to proceed, they might not fully understand the extent of the situation. Therefore I would likely politely decline to provide a service to both parties.

18

N. You mentioned previously you would include Key Performance Indicators within the Clients brief, what might these be?

• Construction Cost V Budget
• Construction time
• Number of defects
• Number of variations
• Number of Accidents
• Satisfaction of the End user.

19

N. Why would you use a Key Performance Indicator?

• To provide a quantifiable measurement to assist parties in the construction.
• To ensure that the Clients requirements are met, and if not why.

20

N. What are the five steps for setting up a successful Key Performance Indicator Process?

• Planning, to clearly establish what needs to be improved.
• Analysis, to gather data and determine how big the task of achieving the KPI is.
• Action, to develop and implement improvement plans.
• Review, to monitor actual performance against performance targets.
• Repeat.

21

N. How do you establish your Clients Objectives?

• Client Questionnaires.
• Key Performance Indicators.
• Pre-start meetings.
• Brenchmarking.
• Good, clear communication.

22

N. Who are the Clients you have identified within your working career?

• External Clients.
• Internal Clients.
• Public.

23

N1. What is Client Care?

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.

24

N2. What are the Principles of Client Care?

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

25

N3. What does good client care require?

• 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.

26

N4. What is a quality assurance policy?

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

27

N5. What is ISO 9001?

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

28

N6. How are firms supposed to look after Clients?

By Maintaining:
• Professional Indemnity Insurance.
• Complaints Handling Procedure.
• A procedure for handling clients money if applicable.

29

N7. What is a Complaints Handling Procedure?

A system of dealing with formal complaints against a company/person, for which there is a formal redress system.

30

N8. How does a Complaints Handling Procedure work?

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.