2.1 Client Care

Question 1

Client Care - Level 2 Example?

Answer 1

Complaint from residents on surfacing visit.

Question 2

What is good Client Care?

Answer 2

Understanding needs and requirements.
Conflict of interest.
Complaint handling procedure.
Key perfomance indicators.
Lessons learnt meeting.
Defining the Client brief.
Client satisfaction questionnaires.

Question 3

Why is Client care important?

Answer 3

Retain Clients and retain business.
Reduce likelihood of conflict.
Maintain a strong reputation within the industry.

Question 4

How do you build trust with Clients?

Answer 4

Only give advice within Scope of competence.
Admit mistakes and correct ethically.
Honest at all times.
Fulfil commitments.

Question 5

Who should you alert if you receive a complaint?

Answer 5

Insurance company as soon as possible.

Question 6

How do you deal with a formal Client complaint?

Answer 6

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.

Question 7

How do you avoid complaints in the first instance?

Answer 7

Set out clear expectations.
Communicate clearly withs stakeholders and client.
Put everything in writing - have a record.
Follow RIC / Company policy procedure.

Question 8

When is it appropriate to decline new work from the Client?

Answer 8

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.