Client Care Level 2 Preparation With Potential Q&A

1.
Client Care
1.1. Level 1
Q1. What are the principles of good client care?
The concept of identifying the different clients, and the behaviors appropriate to establishing good
client relationships.
Identifying client key drivers for projects.
Good Communication. The process of identifying all client types and the behaviors appropriate to
establishing good relationships, along with the systems of procedures for managing the client care
process, all within the public interest.
Q2. What/who is a client?
A person or group using professional service
Q3. 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.
Q4. Why is client care important?
Q5. Why does your have a complaint handling procedure? (link to conduct & ethics)
Client Care and managing relationships and abiding by the professional conduct
Q6. How would you handle a verbal complaint?
The same way as a formal compliant. Record and address.
Q7. Explain briefly what conflicts of interest are, and how they should be managed? (link to conduct &
ethics)
Parties, Own & Confidential Document
Q8. Why is communication important in the agent/client relationship? (link to comms & neg)
Q9. What would you describe as a good relationship with a client?
Q10. What would be factors that help produce an effective client relationship?
• 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.
Q11. How does your corporate policy and procedures promote providing a high level of client care?
• 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.
Q12. What policy standards and professional industry standards (that you refer to) are there in
respect of colleagues, clients and stakeholders?
Q13. What is the difference between a client and a stakeholder?
Direct Vs Indirect
Stakeholder would have interest in the business but organization is not set up necessarily for them.
Q14. How might requirements differ between clients? Give some example of client goals?
Government vs Lender vs contractor
Q15. Which of the five global ethical and professional standards relate to client care?
Act with Integrity
Always provide a high standard of service
Act in a way that promotes Trust
Treat others with respect
Take responsibility
Q16. How can you measure successful client care?
Establishing and agreeing the client brief ensures it can serve as the fundamental reference for the
service and as a means of measuring success.
Q17. How would you administer questionnaires, feedback and reporting?
I would administer questionnaire on behalf of Lenders and answers are noted back to the respondents
for confirmation.
The findings from the analysis, which is generally around the non-tangible elements
Q18. What current challenges is Covid and/or Brexit bringing to Client Care?
1.2. Level 2
Q1. Northampton PFI, by assisting the lenders you advised on restraints and highlighted risks, what
process did you go through to do this?
The Trust had requested the borrower to change the scope of specialist care service in their care
homes which would significantly increase the use of the are affecting the life of the asset/building
hence, affecting the costs.
Borrower claimed that as there were savings accumulated to that date, there was excess monies
available in the reserve account. And following the execution of works, they wanted to distribute the
excess.
Issue was that the Borrower was unable to demonstrate that they had undertaken any conditions
survey required under the Credit Agreement before any monies can be withdrawn i.e. demonstrating
that underspend will not be needed in the future.
I advised the clients that distributions are not recommended without a detailed survey from a
specialist and for added benefit the monies should be released only if actual spend over the next 6
months is in line with the new profile.
Q2. Explain how you would undertake to establish the client’s objectives to tailor the financial
reporting.
Q3. How do you measure your effectiveness so that your level of service can be judged and proven?
I would set clear objectives for my professional development.
Regular feedback
Revenue generated and outstanding debts.
Q4. What KPI’s could you use to measure effectiveness in this area?
Timely reporting
Positive feedbacks
Number of complaints received
Questionnaires
Focused interviews

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1.

Identifying client key drivers for projects.

Q2. What/who is a client?

A person or group using professional service

Q3. What is ‘client care’?

Q4. Why is client care important?

Q6. How would you handle a verbal complaint?

The same way as a formal compliant. Record and address.

Parties, Own & Confidential Document

Q9. What would you describe as a good relationship with a client?

• A clear understanding of the client’s objectives and aims.

• Clear, concise communication.

• Complaints handling procedure.

• Professional Indemnity Insurance.

• A clear understanding of the client’s objectives and aims.

• Clear, concise communication.

• A quality assurance policy.

• Complaints handling procedure.

• Professional Indemnity Insurance.

Q13. What is the difference between a client and a stakeholder?

Government vs Lender vs contractor

Act with Integrity

Always provide a high standard of service

Act in a way that promotes Trust

Treat others with respect

Q16. How can you measure successful client care?

Q17. How would you administer questionnaires, feedback and reporting?

I would set clear objectives for my professional development.

Revenue generated and outstanding debts.

Number of complaints received

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