2.1 Client Care Flashcards
Client Care - Level 2 Example?
Complaint from residents on surfacing visit.
What is good Client Care?
Understanding needs and requirements.
Conflict of interest.
Complaint handling procedure.
Key perfomance indicators.
Lessons learnt meeting.
Defining the Client brief.
Client satisfaction questionnaires.
Why is Client care important?
Retain Clients and retain business.
Reduce likelihood of conflict.
Maintain a strong reputation within the industry.
How do you build trust with Clients?
Only give advice within Scope of competence.
Admit mistakes and correct ethically.
Honest at all times.
Fulfil commitments.
Who should you alert if you receive a complaint?
Insurance company as soon as possible.
How do you deal with a formal Client complaint?
Understand and acknowledge the complaint. - within 7 days.
Notify the firms complaint handling manager.
Investigate complaint.
Issue findings to Client. - within 28 days.
Communicate findings internally(Lessons learnt).
Update complaints handling log.
Inform PI insurers at each stage.
How do you avoid complaints in the first instance?
Set out clear expectations.
Communicate clearly withs stakeholders and client.
Put everything in writing - have a record.
Follow RIC / Company policy procedure.
When is it appropriate to decline new work from the Client?
There is a conflict or potential of conflict of interest.
Requires actions that are illegal or unethical.
Goes against RICS rules.
Scope is outside competence of practice.
RICS Requirements around Client Money?
- Client Money is kept safe
- Client money is used appropriately
- Registered firms have adequate procedures to manage and keep Client money safe
How should the project bank account be managed?
- Client money should be kept separate with Client in the name on the account.
- The Client should be given all the account information (details, procedures, commission)
- Receipts must be kept of all transactions(in/out) and interest
