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.
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?
Acknowledge receipt of the complaint.
Notify the firms complaint handling manager.
Investigate complaint.
Issue findings to Client.
Communicate findinings 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.
