4 - Client Care Flashcards

1
Q

Client Care - Extract from Candidate Guide - Aug 2018 (updated Feb 2022)

A
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2
Q

What is client care?

A

The process of identifying clients and their behaviours to build a rapport. Including analysing the needs of the client/.

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3
Q

Why is client care important?

A
  • Promotes trust in the industry and company
  • Maintains client relationships to help build business
  • Maintain a reputation in the industry
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4
Q

Can you tell me some of the principles of Client Care?

A
  • Identify new and existing clients
  • Understand the different types of clients and their needs
  • Act in accordance with the RICS code of conduct
  • Implement a complaints handling procedure
  • Collect feedback
  • Manage client accounts
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5
Q

What are the different types of clients?

A
  • One off clients
  • House refurbs/Residential
  • Private sector
  • Public sector
  • Commercial clients
  • Developers
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6
Q

What is are some of the RICS Complaints procedure considerations ?

A
  • Carefully record all complaints
  • Acknowledge the complaint within 7 days and listen to what the client is complaining about
  • Apologise for the complaint but do not admit fault straight away.
  • Acknowledge any preliminary notice within 21 days
  • Respond meaningfully within 28 days
  • If after your first notice, your client is not satisfied and you get a letter of claim, you must inform your insurer
  • Go through the process of litigation etc if the claimant decides to take the complaint further
  • Ref – RICS Guidance note ‘Complaints Handling’
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7
Q

If you were a sole practitioner, how would you handle complaints?

A
  • Maintain and implement a clear and quick complaints procedure
  • Acknowledge the claim within 5 days and let the client know when to expect a full response pending investigation.
  • Request additional information if this is needed.
  • Detail complaints procedure on all terms and conditions of engagement.
  • Approve your procedure by the RICS and your insurer.
  • Inform the client of the alternative dispute resolution methods if you cannot resolve the matter with your response. RICS Dispute resolution service.
  • Keep and maintain a complaints log.
  • As a sole practitioner, you must engage another surveyor in another firm to investigate the complaint.
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8
Q

What is a duty of care?

A

Moral and legal obligation to act in your client’s best interest with reasonable skill and care. If you need to do something out of your remit of expertise, you must inform the client that you are unable to perform a certain task and that additional consultants may be required if another member of staff cannot assist.

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9
Q

How would you determine your client’s needs?

A
  • Know their business/position
  • Listen to what they are asking for
  • Ask them questions to expand your understanding
  • Use your understanding and knowledge and experience to identify the right options
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10
Q

What is a client brief?

A

A recorded document that helps in guiding and animating any project. The brief explains the ins and outs of a project to the agent who is responsible for achieving the goals and targets.

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11
Q

What is client empathy?

A

Understanding the underlying needs and feelings of customers. It puts things into context by viewing things from their perspective.

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12
Q

What needs to be considered when preparing a fee quotation?

A
  • Scope of service
  • Terms of payment
  • Complaints handling procedure
  • Property details
  • Client details
  • Limitations
  • Exclusions
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13
Q

With regards to client expectations and standards of service, what documents can you use to meet the level of service?

A
  • RICS Rules 2020
  • RICS professional standards and guidance
  • Client Money Handling
  • Countering bribery and corruption, money laundering and terrorist financing
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14
Q

What is good customer care ?

A

It is a continuous process or concept of understanding client requirements, suggestions, complaints etc. and analysing it to find a solution suitable to client requirements and to enhance our own business.

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15
Q

What is Client Care?

A

It’s part of your ongoing marketing strategy to keep your clients happy, resolve any areas of dissatisfaction, and hopefully even turn your customers into happy ambassadors for your products and services

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16
Q

Can you give me an overview of the principles of client care?

A
  • Acknowledge. In any situation where there is conflict or a dispute, a great first step is to acknowledge the other person
  • Focus on the Individual
  • Be Authentic and honest
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17
Q

How does the type of client change how you manage a project and the relationship with them?

A

Each type of client will have a certain level of experience and expertise this will directly affect the relationship you have with them and the level of work you will be expected to carry out on their behalf eg :
• Very experienced and dedicated client resource to oversee projects
• Defined brief – ability to make key decisions due to technical understanding
• Formal reporting relationship
• Only want to be notified with key items going on
• In house project processes and procedures (gateway approvals (shanghai) and minimum of three prices)
• Focus on cost and time.
• Increased level of advisory role egg procurement routes, contract types, consultant selection
• Required assistance in developing the brief
• Required guidance through key stages of the project
• Required guidance on project processes and procedures egg risk management, change control etc
• Significant involvement in design development
• More reliant on PM and consultant team for guidance

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18
Q

Why is it important to establish good client relationship ?

A

it is important to build and continue a good relationship as this in turn allows for easier channels of commination and can increase trust and future business.

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19
Q

Have you ever advised a friend or neighbour ?

A

No I haven’t, I would not give them any advise and in turn I may not be insured for., I would have not checked to see if there is a conflict on interest etc. They should follow the normal procedure with terms of engagement.

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20
Q

How do you assist the client with making decisions?

A
  • Provide the client with all the options
  • Run through the advantages and disadvantages of each option
  • Make recommendation
  • Give the client time to think through all options
  • Assist with any queries
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21
Q

How do you prepare a project brief?

A
•	Identify business objectives
•	Identify project requirements
•	Critical success factors
•	Expected outcomes (quality)
•	Resource the client has available (Cost)
•	Timescales
•	Budget
(Project brief – first stage in the process of defining client’s requirements)
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22
Q

How have you measured your clients satisfaction following works ?

A

Yes, via a generic feedback form. This is then reviewed during all hands/weekly meetings.

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23
Q

What or who is stakeholder ?

A

A stakeholder is a party that has an interest in a company and can either affect or be affected by the business. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers.

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24
Q

As part of your role did you provide reports to the client and if so, what was included in those reports?

A
  • Site Inspection Reports
  • Weather
  • Date
  • Address
  • Risks identify
  • Alignment with programme
  • Specification and progress of works
  • H&S matters
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25
Q

How do you collect client feedback?

A
  • Project review meetings to check in on performance
  • Survey monkey at the end of a job
  • Lessons learned at the end of a project
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26
Q

How do you address negative feedback?

A

I first ask to clarify why the client felt dissatisfied and then attempt to view it from their point of view. I apologise that the client feels that way and if I am at fault, I present the opportunity to make things right.

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27
Q

Why do you use phone calls and emails to confirm scope of services?

A

Where discussions take place over the phone, it is convenient for both parties to raise the relevant questions and address them promptly. I do not exclusively use phone calls but I will always follow up any verbal discussions with a written email so that there is a written record of what is agreed.

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28
Q

What information might you need to record from a client briefing?

A
  • Scope of services
  • Agreement of way forward
  • Agreement of client brief and report
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29
Q

What is Client Care?

A

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.

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30
Q

How do you deal with Customer Complaints?

A

Log the complaint in the complaints handling Blog. Raise the complaint with my immediate director/working on the project. If this cannot be resolved its raised to the other director. If this still cannot be resolved it is referred to the property ombudsman.

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31
Q

What is Client Care?

A

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.

32
Q

What are the Principles of Client Care?

A

The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships, Identifying client key drivers for projects and good Communication.

33
Q

What does good client care require?

A
  • A clear understanding of the client
  • objectives and aims
  • A professional approach
  • Clear, concise communication
  • A quality assurance policy
  • Complaints handling procedure
  • Professional Indemnity Insurance
34
Q

What is a quality assurance policy?

A

A statement of the company™s desired level of quality for a service or product.

35
Q

What is ISO 9001?

A

A Quality Management System, which helps to manage and monitor quality across the business.

36
Q

Does the RICS Publish Fee scales?

A

No, banned in 2000 as they were deemed to be un-competitive.

37
Q

Who are stakeholders?

A

Anyone one who can affects, is affected by or is perceived to be effected by a project.

38
Q

If a client is prepared to pay you in advance for service you were providing, how would you deal with this ?

A

Consider the regulations and guidance contained within the RICS Professional Statement – ‘Client money handling’

39
Q

On what ground would you ask the client for additional fees ?

A
  • Programme duration extension
  • Scope of service changed
  • Location or travel changed
  • Additional attendance
  • Value and scope changed
40
Q

How would you approach claiming additional fees from a client ?

A

Arrange a meeting to discuss and confirm the additional services being presented. This should be formally agreed and defined prior to proceeding/

41
Q

What would you do if a client details if you reduce your bid by x amount you would win the work, what would you do ?

A
  • This equates to unfair competition
  • This does and will not promote trust in the profession
  • Could it be considered a bribe ?
  • Respectfully decline and record details etc
  • Raise to management
42
Q

What measures should be taken to avoid PI claims ?

A
  • Full and accurate records
  • Recording of data
  • Defined terms of engagement
  • Work within competence
  • Act in line with RICS guidelines
43
Q

Can you name some of the considerations when dealing with clients money ?

A
  • Previously rule 8 for firms
  • Client has access to fund account - named client x
  • Interest agreed in advance
  • Remain solvent
  • Account ledger
  • See RICS Professional Statement ‘Clients Money Handling’
44
Q

What is the clients money protection scheme ?

A

Scheme through the RICS to protect the client to be reimburse any loss of funds
It is general split into two parts :
• General client money protection
• Residential money protection

45
Q

What components must a complaints handling procedure include ?

A

Minimum 2 stages
• Stage 1
• Acknowledge the complaint
• Handled by senior or designated person
• Stage 2 - promoted to redress panel independent
• Must be recorded
• Advise pi insurer
• See RICS approved third party redress panel
• See RICS Guidance Note ‘Complaints Handling’

46
Q

Why is client care important?

A

Likely to retain existing and new clients from keeping client happy, reducing the chance of claims, promoting trust in the profession

47
Q

Give me an example of when you have provided good client care ?

A
•	Collecting project feedback
•	Regular project review
•	Defining a briefing process - kept them up to date regular coms etc
•	Regular communication
•
48
Q

What is client care ?

A

Looking after the client best interest and providing an appropriate service, satisfying the client need and achieving value for money.

49
Q

What is a complaint and why is this serious for surveyors ?

A

A situation that is unsatisfactory to the client. Should notify Pi insurers, can lead to loss of client , reputations damage and claims for negligence and or financial loss.

50
Q

When should you decline work

A
  • Conflict of interest
  • Outside of competence
  • Unlawful
  • Inability to complete within time parameters
51
Q

What is included in a few bid ?

A
  • Scope
  • Involvement
  • Timescales
  • Address
  • Work force
  • Fees
52
Q

Are you aware of the RICS document in relation to complaints handling ?

A

Guidance Note - Complaints handling 1st edition, July 2016

53
Q

What is the reasonable time to resolve a complaint?

A

Within 28 days. If this is not resolved during this period, it may be necessary to take the complaint to a redress panel – Surveyors Arbitration Scheme, financial ombudsman, property ombudsman, CEDR.

54
Q

If a complaint is passed to a redress scheme who is liable for this costs of this and why ?

A

Member pays subscription fees and in some cases a fee for investigation per claim, should always remain free for the client as not to be a barrier to entry.

55
Q

What happens when a compliant cannot be resolved ?

A

Complaints should be passed to a compliance redress panel, such as CEDR or property ombudsman

56
Q

How would you operate a effective complaints procedure ?

A
  • Ensure the process is quick, clear and transparent and impartially implemented
  • Must be free and include and independent ADR mechanism approved by the regulatory board which should be detailed on all terms of engagement.
  • Create a complaints log, acknowledge recipient within 7 days and investigate within 28 dates
57
Q

If a complaints letter landed on your desk what would you do ?

A

I would pass this to the complaints handling officer and make a note of this including date, time , witnessed etc.

58
Q

What are the prescribed timescales to provide a response for a complaint ?

A

The complaint has to be acknowledged withing 7 days and responded to within 21 days. This can then be escalated to a third party redress panel etc.

59
Q

Can you set out the process of receiving, handling and resolving a complaint?

A

I would confirm back to the complainant receipt of the complaint, confirming their intentions and what they’re complaining about. I would then raise the complaint to a senior colleague and work with them to resolve the complaint within 28 days.

60
Q

What are the rules firms relating to complaints handling ?

A

This can be attributed to many of the rules. One example includes :

Rule 5 - Members and firms must act in the public interest, take responsibility for their actions and act to prevent harm and maintain public confidence in the profession.

61
Q

Give me some examples of the subject areas of the RICS guidance on Complaints Handling.

A
  • Scope
  • Introduction
  • The value of Terms of engagement in reducing complaints
  • Complaints handling procedure
  • Understand the requirement of your PII policy
  • Why do clients complain ?
  • Underpinning good complaints handling
  • Receiving a complaint – initial action and responses
  • Evaluating a complaint
  • Initial response to claimant
  • Additional investigations
  • Escalation
  • Record keeping
  • Learning from experience
  • Identifying training need
  • Next PII renewal
62
Q

Who deals with complaints at your employer?

A

Partner or senior colleague

63
Q

How would a sole trader deal with escalated complaints given there is no one else in the company to refer the complaint to?

A

Impartial third party member, similar to a Locum agreement.

64
Q

What is the Property Ombudsman?

A

They are an independent redress provider who consider the complaints on a case by case basis. They are not regulators and have no power or authority to take legal action or impose fines.

65
Q

What is your company’s CHP?

A

Complaints are logged in the complaints register and we aim to acknowledge the complaint within 7 days. We then inform the complainant that we will aim to investigate and resolve the complaint within a further 21 days to investigate and address the issue and provide a meaningful response. If we cannot resolve the issue, we will refer the matter to our ADR proves which is the RICS alternative dispute resolution service and property ombudsman.

66
Q

What do RICS require all regulated firms to have in place to handle complaints?

A
  • Log the complaint in the complaints handling Blog.
  • Raise the complaint with my immediate director/working on the project.
  • If this cannot be resolved its raised to the other director.
  • If this still cannot be resolved it is referred to the ombudsman.
67
Q

You mention Ombudsman, what is this?

A

An official who is appointed to investigate individuals complaints against a company or organisation.

68
Q

What will the RICS investigate?

A

They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the Global Professional Ethical Standards and the Rules` of Conduct.

69
Q

What might the shortfalls be?

A
  • Failure to utilise a Complaints Handling Procedure
  • Failure to disclose a Conflict of Interest
  • Misuse of Clients Money
  • Failure to answer correspondence
70
Q

What is a conflict of interest ?

A

A conflict of interest arises in a situation where there may be an actual, perceived or potential risk that the professional judgement of an RICS-regulated firm or member will be compromised when undertaking an assignment.

71
Q

What are the types of conflicts on interest ?

A
  • A ‘party conflict’ – a situation in which the duty to act in the interests of a client or other party in a professional assignment conflicts with a duty owed to another client or party in relation to the same or a related professional assignment.
  • An ‘own interest conflict’ – a situation in which the duty to act in the interests of a client in a professional assignment conflicts with the interests of that same RICS member/firm.
  • A ‘confidential information conflict’ – a conflict between the duty of an RICS member to provide material information to one client, and the duty of that RICS member to another client to keep that same information confidential.
72
Q

How do you check for COI in your business ?

A

We have an internal recodes checking system and also discuss with colleagues prior to engagement

73
Q

What is an information barrier ?

A

Information Barrier’ means: the physical and/or electronic separation of individuals (or groups of individuals) within the same firm that prevents confidential information passing between them.

74
Q

Why might a COI be an issue ?

A

Professional judgement may be compromised to change an outcome

75
Q

Following a client instruction, how might you ensure that their brief is met?

A

Reviewing the KPI and key requirements, feedback and communication throughout.