2 - Client Care Flashcards
1
Q
What is Client Care?
A
The identification of your Clients and the continuous process of understanding their needs, feedback and behaviour in order to conduct yourself in a way that improves the relationship.
2
Q
Give me some examples of Client Care?
A
- Identifying the Client
- Understanding how they operate and their behaviour
- Understanding Client drivers such as timescales
- Communication and relationship
- Feedback and performance review
- Identifying any conflicts of interest
- Openness, honesty and trust
- Handling and managing complaints
- Lessons Learned
- Holding PII
- Handling Client Money correctly
3
Q
How do you exercise good Client Care?
A
- Regular feedback reviews
- Understanding what the Client needs, asking them!
- Handling complaints across wider T&T..
- Following the T&T QMS (IS0 9001)
4
Q
What are the RICS PII Level requirements?
A
- Up to £100k = £250k
- Up to £200k = £500k
- Above £200k = £1mil
Minimum excess is 2.5% or £10k whichever is higher
